Customer Risk Manager

Role overview

Key responsibilities

• Drive resolution of complex customer issues across engineering, product, sales, and executive leadership.
• Advise internal leaders and customer executives with data-driven recommendations and resolution strategies.
• Evaluate customer-risk business impact, prioritize resources, and set action plans and timelines.
• Provide structured English status updates; Arabic supports customer engagement where appropriate.
• Analyze incident trends and root causes to identify operational gaps and improve processes and products.
• Align matrixed teams and manage customer expectations transparently.

Required qualifications

• Experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
• Demonstrated structured problem-solving and judgment in multi-stakeholder business challenges.
• Strong written and verbal communication and ability to translate complex concepts for executive audiences.
• Ability to influence cross-functional teams without direct authority.
• Experience with enterprise CRM and collaboration tools, such as Salesforce, reports, dashboards, and Slack.
• Professional working fluency in written and spoken English.
• Bachelor’s degree or equivalent practical experience.

Preferred qualifications

• Arabic proficiency, especially for customer-facing work in the UAE and wider Middle East.
• Commercial experience developing customer-retention and business-outcome strategies.
• Familiarity with Salesforce products, customer deployments, and enterprise use cases.
• Experience with AI-driven insights, analytics, or automated reporting for customer-health assessment and risk mitigation.