Strategic Customer Risk & Escalation Lead

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

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.