Senior Manager, Technical Support Engineering: Accessibility

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

ROLE DESCRIPTION
As the Senior Manager of Accessibility Support, you will lead a 24x7 global and specialized team dedicated to supporting customers with disabilities and/or product accessibility issues. This pivotal role demands a transformational, strategic & operationally savvy leader to inspire excellent customer support, handle critical customer concerns, develop talent, and orchestrate innovation and advocacy!

Beyond daily operations, you’ll drive strategies to grow and scale the Accessibility Support business, mentor & develop team members, and represent Salesforce Accessibility and an inclusive customer experience on a global stage, all while championing our core values. You must be proactive, results-driven, and dedicated to delivering top notch customer service and brand impact.

RESPONSIBILITIES

Lead 24/7 Support Operations: Ensure seamless, flexible support coverage. Drive Performance: Lead the team to surpass KPIs and metrics in our high-performance yet exciting culture
Strategize for Impact: Boost customer & employee satisfaction, team performance, and collaboration.
Elevate Support: Coach teams to provide customer-focused, proactive solutions, promoting self-service.
Develop Talent: Identify training needs and prioritize career growth through upskilling & role awareness
Report Progress: Deliver performance insights and lead key processes for efficiency and excellence.
Leverage Insights: Use customer trends to implement knowledge-driven support practices.
Advocate for Improvement: Continuously refine policies to enhance customer experience.
Champion Transformation: Orchestrate org-wide efficiency and innovation projects.
Optimize Processes: Streamline operations with automation and scalable solutions.
Collaborate Cross-Functionally: Represent support, leading workflows and ensuring coverage.
Align with Strategy: Ensure team goals meet global objectives for effective technical support.
Partner on Key Projects: Work with Digital Success to enhance self-service and critical initiatives.
Represent Salesforce: Serve as a champion and advocate for A11y in industry forums & public engagements

REQUIRED SKILLS & QUALIFICATIONS

10+ years in industry, 5+ years in technical support, leading & running technical teams.
2+ years leading managers and teams supporting large enterprise customers.
Shown success building & leading high-performing global teams and enhancing collaboration.
Experienced in being responsible for multiple support teams, with deep knowledge of technical and engineering functions.
Strong grasp of operational infrastructure, analytics, metrics, and systems for global support.
Confident & professional in executive-level & large audience interactions with customers and internal teams.
Skilled in handling complex processes and driving continuous improvement.
Excellent project & program management, and cross-team collaboration skills.
Validated ability to handle high-impact customer critical issues with a focus on satisfaction.
Highly organized, an effective communicator, and a natural influencer.
Innovative mentality, constantly seeking improvements and challenging the status quo.
Bachelor's degree required; MBA and certifications (PMP, PRINCE2, ITIL, Six Sigma) preferred.
Salesforce experience is a plus.
Accessibility certifications: CPACC, WAS, CPWA preferred.


LEADERSHIP QUALITIES:

PASSION: Passionate for Customer Success and doing the right thing
BEGINNERS MIND: Always learning, approaches each interaction with an open mind, great listener and hands-on
URGENCY: Ability to adapt quickly and drive business value and results
OHANA: Embodies Salesforce culture: a great teammate that everyone enjoys working with & has a generous heart!
TRUST: Embodies Trust as our core value
ADAPTABLE: Excels in high levels of uncertainty and change


Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $128,300 to $217,200.