Customer Risk Manager

Leadout Capital; Dubai; On-site; AED 360,000 - 600,000; Full time

Job summary

Salesforce in the UAE is seeking a Customer Risk Manager to lead risk mitigation and escalation strategies across the Middle East region, protecting partnerships and reducing attrition.

You will coordinate cross-functional teams, deliver executive-level updates in English (and Arabic where appropriate), and translate complex customer challenges into actionable risk-reduction plans. This role demands strategic insight and clear stakeholder communication.

Qualifications

• Experience in customer escalation management and enterprise project delivery.
• Ability to influence cross-functional teams without direct authority.
• Fluent in English; Arabic skills are preferred for UAE engagement.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Drive end-to-end resolution of complex, high-visibility customer issues with cross-functional teams across engineering, product, sales, and leadership.
• Serve as a trusted advisor to internal leadership and customer executives with data-driven recommendations.
• Evaluate business impact of customer risks to prioritize actions and accelerate resolution timelines.
• Deliver structured status updates in English to customer leadership and internal stakeholders, with Arabic support when appropriate.
• Analyze incident trends to identify gaps and drive systemic process improvements.
• Facilitate alignment across matrixed organizations to manage expectations transparently.

Skills

Customer escalation management

Account management

Technical consulting

Enterprise project delivery

Education

Bachelor’s degree or equivalent

Tools

Salesforce platform

Reports & dashboards

Slack

Job description

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.