Customer Risk Manager

Salesforce.com; Dubai; On-site; AED 250,000 - 360,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager in the UAE to lead critical risk mitigation and escalation strategies within the Middle East region. You will orchestrate cross-functional responses, provide executive-level visibility, and translate complex customer challenges into long-term success.

You will engage with customer executives in English and Arabic, align internal teams, and drive proactive risk mitigation to protect partnerships and reduce attrition across a growing customer base.

Qualifications

• Experience in customer escalation management, account management or enterprise project delivery.
• Ability to lead through multi-stakeholder challenges with structured problem-solving and sound judgment.
• Strong written and verbal communication for executive audiences.
• Fluency in English; Arabic language skills preferred for UAE/Middle East engagement.

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 with data-driven recommendations and strategic resolution paths.
• Evaluate the business impact of customer risks to prioritize resources, establish action plans and accelerate resolutions.
• Deliver clear status updates in English to customer leadership and internal stakeholders, with Arabic language capability where appropriate.
• Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
• Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.

Skills

Customer Escalation Management

Executive Communication

Cross-functional Leadership

CRM Tools

English/Arabic Fluency

Education

Bachelor's degree

Tools

Salesforce

Slack

Job description

To get the best candidate experience please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts

Job Category Customer Success Job Details About Salesforce Salesforce is the 1 AI CRM where humans with agents drive customer success together Here ambition meets action Tech meets trust And innovation isn t a buzzword it s a way of life The world of work as we know it is changing and we re looking for Trailblazers who are passionate about bettering business and the world through AI driving innovation and keeping Salesforce s core values at the heart of it all Ready to level-up your career at the company leading workforce transformation in the agentic era You re in the right place Agentforce is the future of AI and you are the future of Salesforce At Salesforce we help organizations transform how they connect with customers using trusted AI and data

As a Customer Risk Manager 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

In this role you will serve as a strategic orchestrator during critical business-impact 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 in English or Arabic your work will turn complex customer challenges into long-term success

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 prioritize 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
• Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products
• Facilitate alignment across matrixed organizations 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 utilizing AI-driven insights analytics or automated reporting tools to assess customer health metrics and mitigate risk proactively

Unleash Your Potential When you join Salesforce you ll be limitless in all areas of your life Our benefits and resources support you to find balance and be your best and our AI agents accelerate your impact so you can do your best Together we ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love

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