Description
Salesforce is seeking a Customer Risk Manager to deliver world-class risk management that drives the resolution of complex customer issues and mitigation of attrition risk.
The Customer Risk Manager will own a defined portfolio or territory and serve as the primary point of escalation for enterprise-level accounts, partnering with executive-level internal and external stakeholders.
Key responsibilities include:
- Partnering with internal teams to collaborate, drive prioritization, analyze and resolve complex customer issues
- Owning a defined portfolio, territory, or Cloud accountable for the health, prioritization, and outcomes of all risk within scope
- Serving as the primary point of escalation for enterprise-level customers
- Operating as a subject matter expert on the Red Account lifecycle
- Developing trusted relationships with executive-level leadership
- Providing consultative advice on complex issues
- Identifying and driving process improvements
- Tracking and communicating status and resolution to customers and Salesforce personnel
Requirements include:
- 8+ years in account management, consultation, project management, and/or escalation management
- BA/BS degree (quantitative/technical degree preferred)
- Excellent written and verbal communication skills
- Proven ability to influence without authority
- Deep understanding of the Anypoint Platform and core integration concepts
- Working knowledge of the broader Salesforce Product Suite and general enterprise technical environments
Preferred qualifications include:
- 3+ years of industry background in Customer Success, SaaS platform usage, MuleSoft development or implementation work, or related functional areas
- Demonstrated ability to drive business value, facilitate complex discussions, handle objections, and successfully influence C-level conversations
This role is office-flexible, with an expectation to be in office 3 days per week.