Senior Enterprise Risk & Escalation Lead

salesforce.com, inc.; Bellevue (WA); Hybrid; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager to drive world-class risk management and resolve high-complexity customer issues. This role owns a defined portfolio, serves as escalation point for enterprise accounts, and coordinates with executives across the organization.

You will analyze risk, develop strategic plans, and lead cross-functional teams to mitigate attrition while maintaining exceptional customer satisfaction. Office-flexible role with a 3-day in-office expectation.

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 with the ability to engage executives.
• Strategic execution and cross-functional influence to scale processes.

Responsibilities

• Partner with internal teams to collaborate, drive prioritization, analyze and resolve complex customer issues to maximize satisfaction.
• Own a defined portfolio/territory of risk, ensuring health and outcomes.
• Serve as primary escalation point for enterprise accounts with senior-level coordination.
• Act as subject matter expert on the Red Account lifecycle and best practices.

Skills

Account management

Escalation management

Project management

Executive relationship

Cross-functional leadership

Communication

Negotiation

Strategic thinking

Education

BA/BS degree

Tools

Reporting

Dashboards

AI tools

Slack

Job description

Salesforce is seeking a Customer Risk Manager to drive world-class risk management and resolve high-complexity customer issues. This role owns a defined portfolio, serves as escalation point for enterprise accounts, and coordinates with executives across the organization.

You will analyze risk, develop strategic plans, and lead cross-functional teams to mitigate attrition while maintaining exceptional customer satisfaction. Office-flexible role with a 3-day in-office expectation.