# Customer Risk Manager

**Company**: Salesforce
**Location**: Sao Paulo, Brazil
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Brazil---Sao-Paulo/Customer-Risk-Manager_JR366917?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/customer-risk-manager-b61b51c1-576/

## 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 broad Salesforce Product Suite alongside Enterprise Technical Environments.

- 3–4 years of hands-on experience supporting customers across a wide range of Salesforce clouds and products.

- Demonstrated success as a highly creative, curious technologist.

Preferred Qualifications:

- 3+ years of industry background in Customer Success, SaaS platform usage, 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.

Benefits:

- Office-flexible, with the expectation of being in office 3 days per week.

- Comprehensive benefits and resources to support work-life balance.

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## Skills

### Required
- Salesforce
- Account Management
- Escalation Management
- Communication
- Negotiation
- Problem Solving
- Analytical Skills
- Project Management

### Nice to have
- SaaS
- Customer Success
- Consulting
- Value Realization
- Commercial Acumen

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Brazil---Sao-Paulo/Customer-Risk-Manager_JR366917?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)