Senior Customer Risk Manager - Enterprise Escalations

Salesforce, Inc.; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Salesforce, Inc. is seeking a Senior Customer Risk Manager to deliver world-class risk management and resolve complex customer issues.

You will own a defined portfolio and serve as the primary escalation point for enterprise-level customers, coordinating with executives and cross-functional teams to prevent dissatisfaction. Deep knowledge of Salesforce tools and a data-driven approach will be essential as you identify trends, drive improvements, and partner with leadership to sustain solutions

Qualifications

• 10+ years of account management, consultation, project management, escalation management, and/or technical support experience.
• BA/BS degree preferred.

Responsibilities

• Partner with internal teams to analyze and resolve the most complex customer issues, resulting in the highest level of customer satisfaction.
• Own a defined portfolio or territory — accountable for the health, prioritization, and outcomes of all Red Accounts within scope.
• Serve as the primary point of escalation for enterprise-level customers, managing high-complexity, high-visibility accounts that require senior judgment and executive coordination.
• Operate as a subject matter expert on the Red Account lifecycle, defining best practices and ensuring consistency across the organization.
• Develop trusted relationships with executive-level leadership across the organization.
• Know when, how, and the most effective ways to engage executives for awareness and action.
• Provide consultative advice on complex issues based on deep cross-functional knowledge and historical resolution paths.
• Identify and drive process improvements that address systemic risks and create meaningful change across Salesforce.
• Track and communicate status and resolution to customers and Salesforce personnel in a factual, professional, timely, and consistent manner.
• Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.
• Balance a full portfolio with strategic initiatives that drive measurable impact across the broader business.

Skills

Executive communication

Account management

Escalation management

Project management

Technical support

Stakeholder management

Cross-functional collaboration

Salesforce expertise

Relationship building

Strategic thinking

Education

BA/BS degree preferred

Tools

Salesforce Reporting

Salesforce Dashboards

AI tools

Slack

Job description

Salesforce, Inc. is seeking a Senior Customer Risk Manager to deliver world-class risk management and resolve complex customer issues.

You will own a defined portfolio and serve as the primary escalation point for enterprise-level customers, coordinating with executives and cross-functional teams to prevent dissatisfaction. Deep knowledge of Salesforce tools and a data-driven approach will be essential as you identify trends, drive improvements, and partner with leadership to sustain solutions