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.