# Customer Risk Manager

**Company**: Salesforce
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $117,400 - $177,600 annually
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Customer-Risk-Manager---MuleSoft_JR354571?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9ea02f46-6bd

## Description

The Customer Risk Manager delivers world-class risk management that drives the resolution of complex customer issues and mitigation of attrition risk. This role owns a defined portfolio or territory and serves as the primary point of escalation for enterprise-level accounts, partnering with executive-level internal and external stakeholders.

Key Responsibilities:

- Partner with internal teams to collaborate, drive prioritization, analyze and resolve the most complex customer issues, resulting in the highest level of customer satisfaction.

- Own a defined portfolio, territory, or Cloud , accountable for the health, prioritization, and outcomes of all risk within scope.

- Serve as the primary point of escalation for enterprise-level customers, managing high-complexity, high-visibility accounts that require senior judgment and executive coordination.

- Operate as a subject matter expert on the Red Account lifecycle, defining best practices and ensuring consistency across the organization.

- Develop trusted relationships with executive-level leadership across the organization.

- Provide consultative advice on complex issues based on deep cross-functional knowledge and historical resolution paths.

- Identify and drive process improvements that address systemic risks and create meaningful change across the organization.

- Track and communicate status and resolution to customers and Salesforce personnel in a factual, professional, timely, and consistent manner.

- Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.

- Balance the portfolio with strategic initiatives that drive measurable impact across the broader business.

Professional Experience & Soft Skills:

- 8+ years in account management, consultation, project management, and/or escalation management.

- Excellent written and verbal communication skills.

- Exceptional ability to moderate messaging based on the audience, articulate complex issues to executives, translate technical concepts into business terms, and retain composure under stressful conditions.

- Proven ability to influence without authority while collaborating with diverse partners across internal and external environments.

Salesforce & Enterprise Technical Proficiency:

- Deep understanding of the Anypoint Platform (API Manager, API Designer, Runtime Manager, CloudHub/RTF deployment models) and core integration concepts , APIs, ESBs, iPaaS, event-driven architecture.

- Understanding of common MuleSoft use cases (connecting core systems like ERP, CRM, and legacy applications; automating data flows; enabling APIs for internal and external consumption).

- Working knowledge of the broader Salesforce Product Suite and general enterprise technical environments (databases, APIs, authentication, integration middleware).

Preferred Qualifications:

- 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.

- Deep understanding of how broad industry trends impact a customer's business, with the ability to identify strategies that improve both customer and business outcomes.

The typical base salary range for this position is $117,400 - $177,600 annually.

## Skills

### Required
- MuleSoft
- API Manager
- API Designer
- Runtime Manager
- CloudHub/RTF deployment models
- APIs
- ESBs
- iPaaS
- event-driven architecture
- Salesforce Product Suite
- enterprise technical environments

### Nice to have
- MuleSoft development
- SaaS platform usage
- Customer Success

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Customer-Risk-Manager---MuleSoft_JR354571?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)