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.
In this role, you will serve as a strategic orchestrator during high-stakes customer scenarios. You will align cross-functional teams, provide executive-level visibility, and navigate complex business challenges to deliver successful outcomes. Whether advising internal leaders or engaging directly with customer executives, your work will turn sensitive customer challenges into long-term success.
Key Responsibilities
- Escalation Orchestration: Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across engineering, product, sales, and executive leadership.
- Strategic Advisory: Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths.
- Risk Quantification: Evaluate the business impact of customer risks to effectively prioritise resources, establish clear action plans, and accelerate resolution timelines.
- Executive Communication: Deliver clear, structured, and factual status updates to customer leadership and internal stakeholders.
- Systemic Improvement: Analyse incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
- Cross-Functional Alignment: Facilitate alignment across matrixed organisations to ensure customer expectations are managed transparently and effectively.
Required Qualifications
- Bachelor’s degree or equivalent practical experience.
- Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
- Proven capability to lead through complex, multi-stakeholder business challenges with steady leadership and clear judgement.
- Strong written and verbal communication skills, with a track record of translating technical concepts into business outcomes for executive audiences.
- Ability to drive timely, decisive 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).
Preferred Qualifications
- Strong commercial acumen with experience developing strategies that improve customer retention and business outcomes.
- Familiarity with the Salesforce product ecosystem, customer deployment patterns, and enterprise use cases.
- Experience utilising enterprise AI tools to streamline workflows, analyse data, and accelerate issue resolution.