# Customer Risk Manager

**Company**: Salesforce
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $117,400 - $216,900 annually
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Georgia---Atlanta/Customer-Risk-Manager_JR358659?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e58e95d2-32e

## Description

Salesforce is seeking a Customer Risk Manager to deliver world-class risk management that drives the resolution of complex customer issues and mitigation of attrition risk.

The Customer Risk Manager will own a defined portfolio or territory and serve 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 complex customer issues

- Own a defined portfolio, territory, or Cloud, and be 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

- 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

- Proven ability to juggle and prioritize a high-volume workload with accurate detail, time sensitivity, and strong organizational skills

- 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

- Strong ability to autonomously leverage core resources and tools to resolve complex customer issues

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:

- Time off programs

- Medical, dental, vision

- Mental health support

- Paid parental leave

- Life and disability insurance

- 401(k)

- Employee stock purchasing program

## 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/Georgia---Atlanta/Customer-Risk-Manager_JR358659?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)