Senior Enterprise Risk & Escalation Lead

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

Job summary

Salesforce is seeking a Customer Risk Manager to deliver world-class risk management and guide complex enterprise issue resolutions. You’ll own a defined portfolio or territory, escalating to executives and coordinating cross-functional resources to minimize churn and maximize satisfaction.

Your role requires 8+ years in account/escalation management, a BA/BS, and strong ability to influence at the executive level while driving strategic improvements across Salesforce processes.

Qualifications

• 8+ years in account management and escalation management.
• BA/BS degree (quantitative/technical preferred).
• Excellent written and verbal communication with executives.
• Strategic execution and cross-functional collaboration.

Responsibilities

• Partner with internal teams to resolve complex customer issues and drive satisfaction.
• Own a defined portfolio or territory and oversee health and outcomes.
• Serve as primary escalation point for enterprise accounts with senior coordination.
• Act as subject matter expert on the Red Account lifecycle and best practices.
• Develop trusted relationships with executive leadership across the org.
• Provide consultative advice on complex issues using cross-functional knowledge.
• Identify and drive process improvements to address systemic risks.
• Track status and resolutions to customers and Salesforce teams.
• Use root cause analysis and trend reporting to drive systemic change.
• Balance portfolio with strategic initiatives for measurable impact.

Skills

Account management

Escalation management

Project management

Executive communication

Education

BA/BS degree

Tools

Reporting tools

Dashboards

AI tools

Slack

Job description

Salesforce is seeking a Customer Risk Manager to deliver world-class risk management and guide complex enterprise issue resolutions. You’ll own a defined portfolio or territory, escalating to executives and coordinating cross-functional resources to minimize churn and maximize satisfaction.

Your role requires 8+ years in account/escalation management, a BA/BS, and strong ability to influence at the executive level while driving strategic improvements across Salesforce processes.