Customer Risk Manager

Salesforce•Indianapolis, IN

21d•$117,400 - $236,700•Hybrid

About The Position

The Customer Risk Manager delivers world-class risk management to resolve complex customer issues and mitigate attrition risk. The role owns a defined portfolio, territory, or Cloud and serves as the primary escalation point for enterprise-level accounts, partnering with executive-level internal and external stakeholders. It provides strategic visibility and coordinates cross-functional resources to navigate sensitive customer situations and prevent significant dissatisfaction. Depending on the escalation and required engagement, the manager may advise internally or work directly with customers to resolve issues. This is an office-flexible role 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 manage and prioritize a high-volume workload with accuracy, attention to detail, time sensitivity, and strong organizational skills.
BA/BS degree; quantitative or technical degree preferred. Other degrees and equivalent work experience will also be considered.
Excellent written and verbal communication skills, including the ability to adapt messaging to the audience, explain complex issues to executives, translate technical concepts into business terms, and remain composed under stress.
Ability to influence without authority and collaborate with diverse internal and external partners.
Critical-thinking skills and a focus on scale, consistent procedures, and disciplined execution.
Deep understanding of the Salesforce Product Suite and enterprise technical environments, including databases, networking, server administration, authentication, server architecture, analytics, scripting, and ETL tools.
3–4 years of hands-on experience supporting customers across a wide range of Salesforce clouds and products.
Creative problem-solving skills and the ability to autonomously use resources and tools such as Reporting, Dashboards, AI tools, and Slack to resolve complex customer issues.

Nice To Haves

At least 3 years of industry experience in Customer Success, SaaS platform usage, or related functional areas.
Ability to drive business value, facilitate complex discussions, handle objections, and influence C-level conversations.
Strong understanding of how industry trends affect customer businesses and ability to identify strategies that improve customer and business outcomes.
Growth mindset, including seeking relevant learning activities, treating obstacles as growth opportunities, and using experienced mentors for development.

Responsibilities

Partner with internal teams to prioritize, analyze, and resolve complex customer issues to achieve high customer satisfaction.
Own a defined portfolio, territory, or Cloud, and be accountable for the health, prioritization, and outcomes of risks within scope.
Serve as the primary escalation point for enterprise customers, including 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 leaders and determine effective ways to engage them for awareness and action.
Provide consultative advice on complex issues using cross-functional knowledge and historical resolution paths.
Identify and drive process improvements that address systemic risks and create organizational change.
Communicate status and resolution to customers and Salesforce personnel factually, professionally, promptly, and consistently.
Use root cause analysis and trend reporting to identify and drive systemic change across Salesforce.
Balance portfolio responsibilities with strategic initiatives that create measurable business impact.