Enterprise Customer Risk & Escalation Lead

salesforce.com, inc.; Atlanta (GA); Hybrid; USD 90,000 - 170,000; Full time

Benefits offered by this job

Time off programs

Medical insurance

Dental insurance

Vision insurance

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchase program

Job summary

Salesforce is seeking a Customer Risk Manager to lead world-class risk management for enterprise accounts. You will own a defined portfolio, serve as the main escalation contact, and coordinate cross-functional teams to resolve complex issues while protecting customer relationships.

Ideal candidates bring 8+ years in account management or escalation, a BA/BS degree, and strong executive communication. Office-flexible arrangement requires in-office presence three days weekly.

Qualifications

• 8+ years in account management, consultation, project management, and/or escalation management.
• BA/BS degree (quantitative/technical degree preferred).
• Excellent written and verbal communication skills; ability to engage executives.

Responsibilities

• Partner with internal teams to resolve complex customer issues and drive satisfaction.
• Own a defined portfolio or territory and manage health and outcomes of all risk.
• Serve as primary escalation point for enterprise-level customers with high complexity.
• Act as SME on the Red Account lifecycle and define best practices across the org.
• Develop relationships with executive leadership and engage appropriately for awareness and action.
• Provide consultative advice on complex issues based on cross-functional knowledge.
• Identify and drive process improvements addressing systemic risks.
• Track and communicate status and resolutions to customers and Salesforce staff.
• Use root cause analysis and trend reporting to drive systemic change.

Skills

Account management

Consultation

Project management

Escalation management

Executive communication

Strategic execution

Education

BA/BS degree (quantitative/technical)

Tools

Salesforce product suite

Dashboards

Reporting

AI tools

Slack

Job description

Salesforce is seeking a Customer Risk Manager to lead world-class risk management for enterprise accounts. You will own a defined portfolio, serve as the main escalation contact, and coordinate cross-functional teams to resolve complex issues while protecting customer relationships.

Ideal candidates bring 8+ years in account management or escalation, a BA/BS degree, and strong executive communication. Office-flexible arrangement requires in-office presence three days weekly.