Senior Customer Risk & Escalation Leader

Salesforce; Bellevue (WA); Hybrid; USD 117,000 - 178,000; Full time

Benefits offered by this job

401(k)

Employee stock purchase program

Job summary

Salesforce is seeking a Customer Risk Manager to own a defined portfolio and serve as the primary escalation point for enterprise accounts. You willpartner with executive stakeholders to resolve complex issues, drive risk mitigation, and ensure high customer satisfaction.

The role emphasizes cross-functional collaboration, strategic advisory on escalations, and process improvements to prevent systemic risk across the organization.

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 with executives.
• Strategic execution and influence across diverse partners.

Responsibilities

• Collaborate with internal teams to resolve complex customer issues and maximize satisfaction.
• Own a defined portfolio or Cloud, overseeing health and outcomes.
• Escalate for enterprise-level accounts with senior coordination.
• Develop relationships with executive leadership across the organization.
• Identify and drive process improvements to reduce systemic risks.
• Track status and communicate resolutions to customers and Salesforce teams.

Skills

Account management

Escalation management

Project management

Executive communication

Education

BA/BS degree

Tools

ETL tools

Analytics tools

Job description

Salesforce is seeking a Customer Risk Manager to own a defined portfolio and serve as the primary escalation point for enterprise accounts. You willpartner with executive stakeholders to resolve complex issues, drive risk mitigation, and ensure high customer satisfaction.

The role emphasizes cross-functional collaboration, strategic advisory on escalations, and process improvements to prevent systemic risk across the organization.