Customer Risk Manager

Job description

Salesforce is hiring a Customer Risk Manager in Dubai to lead risk mitigation and escalation management that resolves customer issues, prevents attrition and protects long-term partnerships across the UAE and wider Middle East.

You will act as a strategic orchestrator in business-critical customer scenarios, aligning engineering, product, sales and executive teams, giving leadership clear visibility and turning complex challenges into long-term customer success.

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, with data-driven recommendations and strategic resolution paths
• Evaluate the business impact of customer risks to prioritise resources, set clear action plans and speed up resolution
• Deliver clear, structured, factual status updates in English to customer leadership and internal stakeholders
• Analyse incident trends and root causes to find operational gaps and drive systemic improvements across Salesforce processes and products
• Facilitate alignment across a matrixed organisation so customer expectations are managed transparently

Requirements

• Demonstrated experience in customer escalation management, account management, technical consulting or enterprise project delivery
• Proven ability to lead through multi-stakeholder business challenges with structured problem-solving and clear judgment
• Strong written and verbal communication skills, translating complex concepts into business outcomes for executive audiences
• Ability to drive timely action and influence cross-functional teams without direct authority
• Practical experience with enterprise CRM tools and collaboration platforms such as the Salesforce platform, reports, dashboards and Slack
• Professional working fluency in English for executive-level communication and documentation
• Bachelor's degree or equivalent practical experience
• Arabic proficiency is strongly preferred but not required
• Commercial experience developing customer retention strategies is a plus

Skills

• Communication
• CRM
• Customer Success
• Escalation Management
• Risk Management
• Stakeholder Management