Description
As a Customer Risk Manager at Salesforce, you will lead critical risk mitigation and escalation management strategies to drive customer resolution, prevent attrition, and protect long-term partnerships within our French-speaking customer base.
You will serve as a strategic orchestrator during critical, business-impact customer scenarios, aligning cross-functional teams, providing executive-level visibility, and navigating complex business challenges to deliver successful outcomes.
Key Responsibilities:
- Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across engineering, product, sales, and executive leadership.
- Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths.
- Evaluate the business impact of customer risks to prioritize resources, establish clear action plans, and accelerate resolution timelines.
- Deliver clear, structured, and factual status updates in both French and English to customer leadership and internal stakeholders.
- Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
- Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.
Required Qualifications:
- Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
- Proven capability to lead through multi-stakeholder business challenges with composed, structured problem-solving and clear judgment.
- Strong written and verbal communication skills, with a track record of translating complex concepts into business outcomes for executive audiences.
- Ability to drive timely action and influence cross-functional teams without direct authority.
- Practical experience using enterprise CRM tools and collaboration platforms (e.g., Salesforce platform, reports, dashboards, Slack).
- Professional working fluency in French, as well as English (written and verbal), for executive-level communication and documentation.
- Bachelor’s degree or equivalent practical experience.
Preferred Qualifications:
- Commercial experience developing strategies that improve customer retention and business outcomes.
- Familiarity with the Salesforce product ecosystem, customer deployment patterns, and enterprise use cases.
- Experience utilizing AI-driven insights, analytics, or automated reporting tools to assess customer health metrics and mitigate risk proactively.
Benefits:
- Accommodations support
- Balance and well-being resources
- AI agents to accelerate impact