MuleSoft Customer Risk & Escalations Lead

Salesforce, Inc.; Dallas (TX); Hybrid; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager to own a defined portfolio of enterprise accounts, drive risk resolution, and coordinate cross-functional resources to prevent dissatisfaction and attrition.

You will serve as the primary escalation point, engage executive stakeholders, and apply subject‑matter expertise on the risk lifecycle across the organization, delivering measurable improvements.

Qualifications

• 8+ years in account management, consultation, project management, and/or escalation management.
• BA/BS degree (quantitative/technical degree preferred) will be considered.
• Excellent written and verbal communication skills with ability to articulate complex issues to executives.
• Strategic execution and influence across internal and external environments.

Responsibilities

• Partner with internal teams to resolve the most complex customer issues and drive customer satisfaction.
• Own a defined portfolio, territory, or Cloud – accountable for health, prioritization and outcomes of all risk.
• Serve as primary escalation point for enterprise-level customers with high complexity and executive coordination.
• Define best practices for the Red Account lifecycle and ensure consistency across the organization.
• Develop trusted relationships with executive-level leadership and engage them effectively.
• Provide consultative advice on complex issues based on cross-functional knowledge.
• Identify and drive process improvements addressing systemic risks.
• Track and communicate status and resolution to customers and Salesforce personnel.
• Use root cause analysis and trend reporting to drive systemic change.
• Balance portfolio with strategic initiatives that drive measurable impact.

Skills

Account management

Escalation management

Project management

Communication

Negotiation

Education

BA/BS degree

Tools

MuleSoft

Anypoint Platform

API Manager

API Designer

Runtime Manager

CloudHub

Job description

Salesforce is seeking a Customer Risk Manager to own a defined portfolio of enterprise accounts, drive risk resolution, and coordinate cross-functional resources to prevent dissatisfaction and attrition.

You will serve as the primary escalation point, engage executive stakeholders, and apply subject‑matter expertise on the risk lifecycle across the organization, delivering measurable improvements.