Strategic Customer Risk & Escalation Lead

441 SFDC Ireland Limited; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager to lead risk mitigation and escalation strategies for our French-speaking customer base. You will align cross-functional teams, provide executive-level visibility, and steer complex client challenges to successful outcomes in English or French.

You will collaborate with internal leaders and customer executives, using data-driven recommendations and strategic plans to reduce attrition and protect long-term partnerships.

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.

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 both French 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.

Skills

Escalation management

Account management

Technical consulting

Enterprise project delivery

Cross-functional leadership

Executive communication

CRM tools

Education

Bachelor’s degree or equivalent

Tools

Salesforce platform

Reports & dashboards

Slack

Job description

Salesforce is seeking a Customer Risk Manager to lead risk mitigation and escalation strategies for our French-speaking customer base. You will align cross-functional teams, provide executive-level visibility, and steer complex client challenges to successful outcomes in English or French.

You will collaborate with internal leaders and customer executives, using data-driven recommendations and strategic plans to reduce attrition and protect long-term partnerships.