Customer Risk & Escalation Lead

Salesforce, Inc; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Risk Manager to lead strategic risk mitigation and escalation management across the UAE and Middle East.

You will coordinate across engineering, product, sales, and executive teams to protect long-term customer partnerships while communicating outcomes in English and Arabic as required. You will serve as a trusted advisor to internal leaders and customer executives, translating complex issues into clear, data-driven recommendations and action plans.

Qualifications

• Experience handling customer escalation management and enterprise project delivery.
• Ability to translate complex issues into strategic, executive-level actions.
• Proven cross-functional collaboration with engineering, product, sales, and leadership.
• Strong written and verbal English communication for executive audiences.
• Proficient in using CRM systems and collaboration tools.

Responsibilities

• Drive end-to-end resolution of high-visibility customer issues with cross-functional teams.
• Serve as trusted advisor to internal leadership and customer executives with data-driven guidance.
• Assess business impact of customer risks and prioritize actions to accelerate resolution.
• Provide clear status updates to customer leadership in English; Arabic support where needed.
• Analyze incident trends to identify gaps and drive systemic improvements.
• Align matrixed organizations to set realistic customer expectations.

Skills

Escalation management

Account management

Technical consulting

Enterprise project delivery

Cross-functional leadership

Executive communication

CRM tools

Education

Bachelor’s degree or equivalent practical experience

Tools

Salesforce platform

Reports & dashboards

Slack

Job description

Salesforce, Inc. is seeking a Customer Risk Manager to lead strategic risk mitigation and escalation management across the UAE and Middle East.

You will coordinate across engineering, product, sales, and executive teams to protect long-term customer partnerships while communicating outcomes in English and Arabic as required. You will serve as a trusted advisor to internal leaders and customer executives, translating complex issues into clear, data-driven recommendations and action plans.