Hybrid Customer Risk Leader: Exec Escalations

Salesforce; Indianapolis (IN); Hybrid; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager to drive world-class risk management for enterprise accounts, escalating complex issues and coordinating with executive stakeholders. The role owns a defined portfolio, collaborates cross-functionally, and serves as the primary escalation contact. Office-flexible with three in-office days weekly, focusing on reducing attrition risk and boosting customer satisfaction across Salesforce's portfolios.

Qualifications

• 8+ years in account management, consultation, project management, and/or escalation management.
• BA/BS degree (quantitative/technical degree preferred) or equivalent experience.
• Excellent written and verbal communication with executives.
• Strategic thinking with cross-functional influence.

Responsibilities

• Partner with internal teams to collaborate, drive prioritization, analyze and resolve the most complex customer issues, resulting in the highest level of customer satisfaction.
• Own a defined portfolio, territory, or Cloud — accountable for the health, prioritization, and outcomes of all risk 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 the organization.
• 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 the portfolio with strategic initiatives that drive measurable impact across the broader business.

Skills

Account management

Escalation management

Project management

Executive communication

Education

BA/BS degree (quantitative/technical degree preferred)

Tools

Reporting

Dashboards

AI tools

Slack

Job description

Salesforce is seeking a Customer Risk Manager to drive world-class risk management for enterprise accounts, escalating complex issues and coordinating with executive stakeholders. The role owns a defined portfolio, collaborates cross-functionally, and serves as the primary escalation contact. Office-flexible with three in-office days weekly, focusing on reducing attrition risk and boosting customer satisfaction across Salesforce's portfolios.