Strategic Customer Risk & Escalation Lead

Salesforce; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

Salesforce is the world’s leading AI CRM. As a Customer Risk Manager, you will lead risk mitigation and escalation strategies to protect partnerships and reduce attrition.

You will orchestrate cross-functional responses, provide executive visibility, and translate complex issues into clear business outcomes for leadership. This role requires strong communication, stakeholder management, and experience with enterprise CRM tools like Salesforce and Slack.

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

Stakeholder management

Influence without authority

Salesforce platform

Slack

Education

Bachelor’s degree or equivalent practical experience

Tools

Salesforce platform

Slack

Job description

Salesforce is the world’s leading AI CRM. As a Customer Risk Manager, you will lead risk mitigation and escalation strategies to protect partnerships and reduce attrition.

You will orchestrate cross-functional responses, provide executive visibility, and translate complex issues into clear business outcomes for leadership. This role requires strong communication, stakeholder management, and experience with enterprise CRM tools like Salesforce and Slack.