Senior Customer Risk & Escalation Leader

Salesforce, Inc.; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Salesforce is seeking a Senior Customer Risk Manager in Manila to drive world-class risk management for enterprise customers. You will own defined portfolios, serve as the primary escalation point, and coordinate cross-functional teams to resolve high-complexity issues with executive alignment.

This office-flexible role requires 10+ years in related fields, deep Salesforce expertise, and strong communication.

Qualifications

• 10+ years of account management, consultation, project management, escalation management, and/or technical support.
• Executive-level communication skills with the ability to articulate complex issues to diverse audiences.
• Expert knowledge of the Salesforce ecosystem with ability to resolve complex customer issues using Salesforce tools.
• Strategic problem-solving with ability to drive alignment and sustain solutions at scale.

Responsibilities

• Partner with internal teams to analyze and resolve the most complex customer issues for high satisfaction.
• Own a defined portfolio or territory — accountable for health and outcomes of all Red Accounts.
• Serve as the primary escalation point for enterprise-level customers with high visibility.
• Act as SME on the Red Account lifecycle, defining best practices across the org.
• Develop trusted relationships with executive leadership and engage them effectively.
• Provide consultative guidance on complex issues using cross-functional knowledge.
• Identify and drive process improvements to address systemic risks.
• Track status and resolutions to customers and Salesforce personnel in a timely, factual manner.
• Use root cause analysis and trend data to drive systemic change across Salesforce.
• Balance portfolio work with strategic initiatives delivering measurable impact.

Skills

Executive-level communication

Salesforce expertise

Cross-functional collaboration

Problem solving

Education

BA/BS degree preferred

Tools

Salesforce tools (Reporting, Dashboards, AI tools, Slack)

Job description

Salesforce is seeking a Senior Customer Risk Manager in Manila to drive world-class risk management for enterprise customers. You will own defined portfolios, serve as the primary escalation point, and coordinate cross-functional teams to resolve high-complexity issues with executive alignment.

This office-flexible role requires 10+ years in related fields, deep Salesforce expertise, and strong communication.