Customer Risk Manager - MuleSoft

Salesforce•Indianapolis, IN

18d•Hybrid

About The Position

The Customer Risk Manager delivers risk management to resolve complex customer issues and mitigate attrition risk. The role owns a defined portfolio, territory, or Cloud and serves as a primary escalation point for enterprise-level accounts, partnering with executive-level internal and external stakeholders. The manager provides strategic visibility and coordinates cross-functional resources to navigate sensitive customer scenarios and prevent significant dissatisfaction. Depending on the escalation and required level of engagement, the manager may advise internally or work directly with the customer to resolve the issue. The role requires expertise in MuleSoft’s Anypoint Platform and enterprise integration concepts, alongside broad knowledge of Salesforce products and customer use cases. It also involves managing high-visibility escalations, communicating with customers and Salesforce personnel, and identifying systemic improvements through root-cause analysis and trend reporting. The position is office-flexible, with an expectation of working in the office three days per week.

Requirements

At least 8 years of experience in account management, consultation, project management, and/or escalation management.
Ability to prioritize a high-volume workload while maintaining accuracy, attention to detail, timeliness, and strong organization.
BA/BS degree; other degrees and equivalent work experience are also considered.
Excellent written and verbal communication skills, including the ability to tailor messaging to the audience, explain complex issues to executives, and translate technical concepts into business terms.
Ability to remain composed under stressful conditions.
Ability to influence without authority and collaborate with diverse internal and external partners.
Critical-thinking skills focused on scale, consistent procedures, and disciplined execution.
Deep understanding of the MuleSoft Anypoint Platform, including API Manager, API Designer, Runtime Manager, and CloudHub/RTF deployment models.
Knowledge of core integration concepts, including APIs, ESBs, iPaaS, and event-driven architecture.
Understanding of common MuleSoft use cases and how they connect to customers’ digital transformation or Salesforce strategies, including AI-agent governance capabilities such as MuleSoft Agent Fabric.
Working knowledge of the broader Salesforce Product Suite and enterprise technical environments, including databases, APIs, authentication, and integration middleware.
Creative, curious approach to technology and ability to use core resources and tools such as Reporting, Dashboards, AI tools, and Slack to resolve customer issues autonomously.

Nice To Haves

Quantitative or technical undergraduate degree.
Three or more years of industry background in Customer Success, SaaS platform usage, MuleSoft development or implementation, or related functional areas.
Demonstrated ability to drive business value, facilitate complex discussions, handle objections, and influence C-level conversations.
Commercial acumen, including understanding how industry trends affect customers and identifying strategies that improve customer and business outcomes.
Growth mindset, active pursuit of relevant learning, willingness to treat obstacles as growth opportunities, and use of experienced mentors for development.

Responsibilities

Partner with internal teams to prioritize, analyze, and resolve complex customer issues to achieve high customer satisfaction.
Own the health, prioritization, and outcomes of risk across a defined portfolio, territory, or Cloud.
Serve as a primary escalation point for enterprise customers and manage high-complexity, high-visibility accounts requiring senior judgment and executive coordination.
Act as a subject matter expert on the Red Account lifecycle, defining best practices and promoting consistency across the organization.
Build trusted relationships with executive-level leadership and determine effective ways to engage executives for awareness and action.
Provide consultative advice on complex issues, drawing on cross-functional knowledge and prior resolution paths.
Identify and drive process improvements that address systemic risks and create meaningful organizational change.
Communicate customer issue status and resolution to customers and Salesforce personnel accurately, professionally, consistently, and promptly.
Use root-cause analysis and trend reporting to identify and drive systemic change across Salesforce.
Balance portfolio responsibilities with strategic initiatives that create measurable impact across the broader business.