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