Customer Risk & Escalation Strategist

Salesforce; Dublin; On-site; EUR 90,000 - 150,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager in Ireland to lead risk mitigation, escalation management, and protect long-term partnerships. You will align cross-functional teams across engineering, product, sales, and executive leadership to resolve high-stakes scenarios.

You will communicate with customer executives, quantify risks, and drive timely action while identifying systemic improvements in Salesforce processes and products.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
• Proven capability to lead through complex, multi-stakeholder business challenges with steady leadership and clear judgment.
• Strong written and verbal communication skills, with a track record of translating technical concepts into business outcomes for executive audiences.
• Ability to drive timely, decisive 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).

Responsibilities

• Escalation Orchestration: Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across engineering, product, sales, and executive leadership.
• Strategic Advisory: Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths.
• Risk Quantification: Evaluate the business impact of customer risks to effectively prioritize resources, establish clear action plans, and accelerate resolution timelines.
• Executive Communication: Deliver clear, structured, and factual status updates to customer leadership and internal stakeholders.
• Systemic Improvement: Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
• Cross-Functional Alignment: Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.

Skills

Customer escalation management

Account management

Technical consulting

Enterprise project delivery

Executive communication

Cross-functional leadership

Influence without authority

Salesforce familiarity

Education

Bachelor’s degree or equivalent practical experience

Tools

Salesforce platform

Reports & dashboards

Slack

Job description

Salesforce is seeking a Customer Risk Manager in Ireland to lead risk mitigation, escalation management, and protect long-term partnerships. You will align cross-functional teams across engineering, product, sales, and executive leadership to resolve high-stakes scenarios.

You will communicate with customer executives, quantify risks, and drive timely action while identifying systemic improvements in Salesforce processes and products.