Customer Risk & Escalation Strategist

Salesforce, Inc.; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Risk Manager to lead risk mitigation and escalation management strategies, enabling timely resolutions and protecting long-term partnerships. You will orchestrate cross-functional collaboration and provide executive-level visibility in high-stakes scenarios.

You will align teams from engineering, product, and sales to deliver data-driven recommendations, quantify risk, and drive decisive actions that improve customer retention and business outcomes.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
• Ability to lead through complex multi-stakeholder challenges with steady leadership and clear judgement.
• Strong written and verbal communication skills with executive audiences.
• Ability to drive timely action and influence cross-functional teams without direct authority.
• Experience using enterprise CRM tools and collaboration platforms (Salesforce, reports, dashboards, Slack).

Responsibilities

• Drive end-to-end escalation resolution with cross-functional teams across engineering, product, sales, and executives.
• Advise internal leadership and customer executives with data-driven recommendations.
• Quantify risk and prioritize actions to accelerate resolution timelines.
• Deliver clear status updates to customer leadership and internal stakeholders.
• Identify operational gaps and push for systemic improvements across Salesforce processes and products.
• Facilitate alignment across matrixed organizations to manage expectations.

Skills

Customer escalation management

Account management

Technical consulting

Enterprise project delivery

Cross-functional leadership

Executive communication

Education

Bachelor's degree or equivalent

Tools

Salesforce platform

Reports

Dashboards

Slack

Job description

Salesforce, Inc. is seeking a Customer Risk Manager to lead risk mitigation and escalation management strategies, enabling timely resolutions and protecting long-term partnerships. You will orchestrate cross-functional collaboration and provide executive-level visibility in high-stakes scenarios.

You will align teams from engineering, product, and sales to deliver data-driven recommendations, quantify risk, and drive decisive actions that improve customer retention and business outcomes.