Strategic Customer Risk & Escalation Manager

Salesforce

Austin (TX)

Hybrid

USD 117,000 - 178,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Office-flexible work arrangement

Job summary

Salesforce is seeking a Customer Risk Manager in a hybrid office-flexible role, in Austin, TX. You will own a defined portfolio, serve as the primary escalation point for enterprise accounts, and coordinate with executive leadership to mitigate risk and protect customer relationships.

Expect to leverage Salesforce product knowledge, cross-cloud experience, and strategic thinking to drive outcomes and prevent churn.

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; ability to engage executives.

Responsibilities

Partner with internal teams to resolve the most complex customer issues and improve satisfaction.
Own a defined portfolio or Cloud and manage health and outcomes within scope.
Serve as primary escalation point for enterprise accounts with senior stakeholders.
Act as SME on the Red Account lifecycle and define best practices across the org.
Develop relationships with executive leadership and engage appropriately for awareness and action.
Provide consultative advice based on cross-functional knowledge and historical resolutions.
Identify and drive process improvements to reduce systemic risks.
Track status and resolutions to customers and Salesforce personnel.
Analyze root causes and trends to drive systemic change.