Customer Risk Manager

Role Overview

Customer Risk Manager at Salesforce, based in the UAE and wider Middle East region.

Company Overview

Salesforce is the #1 AI CRM where humans with agents drive customer success together. The company helps organizations transform how they connect with customers using trusted AI and data. Salesforce is leading workforce transformation in the agentic era and is committed to innovation, keeping core values at the heart of the organization, and creating a workplace that is inclusive and free from discrimination.

Role Purpose

Lead critical risk mitigation and escalation management strategies to drive customer resolution, prevent attrition, and protect long-term partnerships across the customer base. Serve as a strategic orchestrator during critical, business-impact customer scenarios, aligning cross-functional teams and providing executive-level visibility to navigate complex business challenges and deliver successful outcomes.

Key Responsibilities

Escalation & Resolution Management

• Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across engineering, product, sales, and executive leadership.
• Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths.
• Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.

Business Impact & Prioritization

• Evaluate the business impact of customer risks to prioritize resources, establish clear action plans, and accelerate resolution timelines.

Communication & Reporting

• Deliver clear, structured, and factual status updates in English to customer leadership and internal stakeholders, with Arabic language capability supporting customer engagement where appropriate.

Process Improvement & Analytics

• Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.

Qualifications & Experience

• Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
• Bachelor's degree or equivalent practical experience.

Skills & Competencies

• Proven capability to lead through multi-stakeholder business challenges with composed, structured problem-solving and clear judgment.
• Strong written and verbal communication skills, with a track record of translating complex concepts into business outcomes for executive audiences.
• Ability to drive timely action and influence cross-functional teams without direct authority.
• Practical experience using enterprise CRM tools and collaboration platforms such as Salesforce platform, reports, dashboards, and Slack.
• Professional working fluency in English, written and verbal, for executive-level communication and documentation.
• Arabic language proficiency is strongly preferred, particularly for customer-facing engagement across the UAE and wider Middle East region.

Additional Information

Preferred Qualifications

• Commercial experience developing strategies that improve customer retention and business outcomes.
• Familiarity with the Salesforce product ecosystem, customer deployment patterns, and enterprise use cases.
• Experience utilizing AI-driven insights, analytics, or automated reporting tools to assess customer health metrics and mitigate risk proactively.

Application Note

Salesforce recommends applying for a maximum of 3 roles within 12 months to avoid duplicating efforts.