Customer Risk Manager

At Salesforce, we help organizations transform how they connect with customers using trusted AI and data. As a Customer Risk Manager, you will lead critical risk mitigation and escalation management strategies to drive customer resolution, prevent attrition, and protect long-term partnerships across our Spanish-speaking customer base in Spain.

In this role, you will serve as a strategic orchestrator during critical, business-impact customer scenarios. You will align cross-functional teams, provide executive-level visibility, and navigate complex business challenges to deliver successful outcomes. Whether advising internal leaders or engaging directly with customer executives in English or Spanish, your work will turn complex customer challenges into long-term success.

Key Responsibilities

• 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.
• Evaluate the business impact of customer risks to prioritize resources, establish clear action plans, and accelerate resolution timelines.
• Deliver clear, structured, and factual status updates in Spanish and English to customer leadership and internal stakeholders.
• Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
• Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.

Required Qualifications

• Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
• 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 (e.g., Salesforce platform, reports, dashboards, Slack).
• Professional working fluency in Spanish and English (written and verbal) for executive-level communication and documentation.
• Bachelor’s degree or equivalent practical experience.

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.