Bilingual Customer Risk & Escalation Leader

Salesforce; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Salesforce in Madrid is seeking a Customer Risk Manager to lead risk mitigation strategies for our Spain-based customers. You will orchestrate cross-functional teams and provide executive-level visibility in English and Spanish.

You will translate complex business challenges into actionable resolutions, drive timely risk mitigation, and protect long-term partnerships while communicating clearly to internal and client leadership.

Formación

• Experience in customer escalation management or enterprise project delivery.
• Ability to lead through multi-stakeholder challenges with structured problem-solving.
• Strong written and verbal communication for executive audiences.
• Ability to influence cross-functional teams without direct authority.
• Experience with enterprise CRM tools and collaboration platforms (Salesforce, Slack).
• Professional fluency in Spanish and English (written and verbal).
• Bachelor's degree or equivalent practical experience.

Responsabilidades

• 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 Spanish and English to customer leadership and internal stakeholders.
• 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.

Conocimientos

Escalation management

Account management

Technical consulting

Enterprise project delivery

Cross-functional leadership

Executive communication

Influence without authority

CRM tools

Slack

Bilingual EN/ES

Educación

Bachelor's degree or equivalent

Herramientas

Salesforce platform

Reports & Dashboards

Slack

Descripción del empleo

Salesforce in Madrid is seeking a Customer Risk Manager to lead risk mitigation strategies for our Spain-based customers. You will orchestrate cross-functional teams and provide executive-level visibility in English and Spanish.

You will translate complex business challenges into actionable resolutions, drive timely risk mitigation, and protect long-term partnerships while communicating clearly to internal and client leadership.