Senior Manager, Technical Support Engineering: Accessibility

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.
This position will support customers that will require you to be US based and a US Citizen.

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