Customer Risk Manager

About the Role
At the company, we are at the forefront of transforming how organizations connect with customers through trusted AI and data. In the role of Customer Risk Manager, you will be integral in leading critical risk mitigation and escalation management strategies that drive customer resolution, prevent attrition, and protect long-term partnerships across our customer base in the UAE and the wider Middle East region. You will serve as a strategic orchestrator during critical, business-impact customer scenarios, aligning cross-functional teams, providing executive-level visibility, and navigating complex challenges to deliver successful outcomes. Your work will involve advising internal leaders and engaging directly with customer executives in both English and Arabic, turning 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 English to customer leadership and internal stakeholders, leveraging Arabic language capability for customer engagement where appropriate.
• Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across the company 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., the company platform, reports, dashboards, Slack).
• Professional working fluency in English (written and verbal) for executive-level communication and documentation.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Arabic language proficiency is strongly preferred, particularly for customer-facing engagement across the UAE and wider Middle East region.
• Commercial experience developing strategies that improve customer retention and business outcomes.
• Familiarity with the company 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.

Unleash Your Potential
Joining the company gives you the opportunity to be limitless in your life. We support you to find balance and be your best through various benefits and resources, while our AI agents enhance your impact. Together, we will harness the power of Agentforce to deliver amazing experiences that customers love.

Accommodations
If you require a reasonable accommodation during the application or recruitment process, please submit a request via the Accommodations Request Form.

The company is committed to equality in the workplace. We maintain a policy of non-discrimination with all employees and applicants, ensuring that all selections and evaluations are based on merit, competence, and qualifications, without regard to any protected classifications.