Customer Risk Manager
Core
Deliver world-class risk management to resolve complex customer issues and mitigate attrition risk for enterprise-level accounts.
Role type
Senior Customer Risk Manager (Enterprise Account Escalation)
Builds
Customer satisfaction and retention for Red Accounts within a defined portfolio.
Domain
SaaS CRM / Enterprise Customer Success
Required skills
Executive-level communication, Account management, Escalation management, Project management, Technical support, Salesforce ecosystem expertise, Root cause analysis, Trend reporting, Process improvement, Strategic problem-solving
Preferred skills
Commercial acumen
Technologies
Salesforce Reporting, Salesforce Dashboards, Salesforce AI tools, Slack
Responsibilities
Partner with internal teams to analyze and resolve the most complex customer issues; Own a defined portfolio of Red Accounts accountable for health and outcomes; Serve as the primary point of escalation for enterprise-level customers; Operate as a subject matter expert on the Red Account lifecycle; Develop trusted relationships with executive-level leadership; Provide consultative advice on complex issues; Identify and drive process improvements that address systemic risks; Track and communicate status and resolution to customers and Salesforce personnel; Draw on root cause analysis to identify and drive systemic change; Balance a full portfolio with strategic initiatives.
Seniority
Senior, hands-on IC