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 across our customer base in the UAE and wider Middle East region.
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 prioritise resources, establish clear action plans, and accelerate resolution timelines.
- Deliver clear, structured, and factual status updates in English to customer leadership and internal stakeholders, with Arabic language capability supporting customer engagement where appropriate.
- Analyse incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
- Facilitate alignment across matrixed organisations 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 English (written and verbal) for executive-level communication and documentation.
- Bachelor’s degree or equivalent practical experience.
Preferred qualifications:
- Arabic language proficiency is strongly preferred, particularly for customer-facing engagement across the UAE and wider Middle East region.
- 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 utilising AI-driven insights, analytics, or automated reporting tools to assess customer health metrics and mitigate risk proactively.