Accessibility Customer Success Manager

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Job Category

Program & Project Management

Job Details

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.

Office of Accessibility

We believe Salesforce can be one of the world’s most accessible companies and a top-ranked employer for people with disabilities. We are looking for a seasoned accessibility customer engagement leader to join the Office of Accessibility.

Bring your skills and strengths to a place that embraces Accessibility. At Salesforce, we believe that who you are – including everything that makes you unique – contributes to how you add value to what you do. We are committed to fostering a supportive environment that welcomes and celebrates all ideas and perspectives.  

Your Impact

We are looking for a passionate, innovative, strategic individual to grow our accessibility customer engagement program. This leader will create meaningful customer interactions for our Account Executives, Customer Success Managers, and Professional Services teams. This leader will help create and define our Agentforce for Accessibility program, ensuring everyone can participate and increasing productivity with AI.

Specifically You Will

• Create enablement materials and an enablement program for Account Executives, Customer Success Managers, and Professional Services to proactively scale our customer accessibility engagements.

• Partner with our Product Accessibility team to create and define a voice of the customer program, including Roundtables, Agentblazer Community Events, and Strategic Events.

• Collaborate with the Accessibility Support Team to stay intimately familiar with the product accessibility issues our customers are encountering.

• Evangelize accessible design and development, both within Salesforce and to our customers.

• Gather Accessibility success stories for corporate communications to weave into internal and external narrative and marketing materials.

• Create and use metrics and storytelling to communicate success and areas for improvement.

The Person Most Successful in this Role Will

• Achieve and maintain Salesforce Certification with a solid understanding of our products and platform

• Achieve and maintain Accessibility Certification with a solid understanding of Digital Accessibility

• Create, track, and report on program metrics;

• Strong familiarity with assistive technology, including screen readers

• Familiarity with web development, including industry accessibility standards such as WCAG and ARIA.

• Effectively prioritize and escalate customer issues as required

• Knowledge of Object-Oriented design and core programming concepts

Desired Skills

• Strong collaboration in a highly matrixed organization, with tightly connected partnership groups across multiple stakeholder groups, and with excellent teamwork and interpersonal skills; 

• Excellent communicator with high empathy skills

• Executive influencing skills

• Experience in a fast-paced, high-growth, rapidly evolving workplace;

• Simultaneously manage complex workloads, multiple demands, and competing priorities under tight deadlines;

• Proactive, resourceful self-starter with strong innovation, creative and problem-solving skills;  

• See the big picture while having a keen detail orientation;  

• Collaborate with a global workforce. 

Accommodations

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