Strategic Account Director

Deque Systems

Herndon, VA 22095

Posted 1 month ago

Job Description

Career Fulfillment & Culture

People come to work for Deque because of what we do: enable businesses and organizations to make their sites and apps accessible to everyone, including people with disabilities. The personal fulfillment employees feel here is unparalleled. In addition to the altruistic nature of our jobs, the organizational structure is extremely flat and welcoming. Women-owned and operated, Deque CEO Preety Kumar is internationally revered for her down-to-earth personality and work ethic. Deque's core values are central to our culture of customer satisfaction. Do you share them?

+ Innovation with results that matter

+ Deliver what you promise

+ Can-do attitude

+ Open, direct & respectful communications

+ We care deeply

+ We practice humility

At Deque, you’ll work with the best and brightest minds in the industry, sharing best practices, tackling new issues and uncovering new approaches. Accessibility Consultants at Deque also love their jobs because of the support systems in place.

Deque experts regularly contribute to W3C Accessibility Working Groups and collectively hold more CPACC, WAS, & CPWA certifications issued by the IAAP than any accessibility testing company in the world.

Position Description

Deque is seeking a Strategic Account Director with an entrepreneurial spirit to join our growing Customer Success team. This position will serve as a trusted advisor to Deque’s largest Clients to help them achieve their digital accessibility goals and is ultimately responsible for ensuring their success. The Strategic Account Director serves as the voice of the customer to the Deque Product and Services teams. The ideal candidate has several years of experience in Customer Success, Account Management, Project Management, or similar roles supporting product adoption in a B2B SaaS environment. An understanding of current web and native-mobile development processes at large organizations is essential. This is an individual contributor position, and will not have direct reports or management responsibilities.

Primary Responsibilities

+ Ensure your clients are delighted throughout their Deque Accessibility Journey

+ Develop a deep understanding of your client’s accessibility objectives and help them create a plan to achieve them

+ Plan and direct activities that contribute to the achievement of your client’s accessibility objectives

+ Anticipate risks to your client’s achievement of their objectives and develop risk management/response plans

+ Meet the customer where they are, be flexible and adapt to the situation

+ Collaborate with Deque resources, including executive resources, to ensure client success

+ Conduct periodic relationship review meetings with the client

+ Collaborate with Deque Marketing and your client to publicize your client’s success when appropriate

+ Alert the customer of various accessibility related blogs, webinars, and events to allow them to stay abreast of happenings within the accessibility community

+ Help your clients prove ROI from accessibility initiatives

+ Establish and legitimize a method to continuously measure the results of your client’s accessibility efforts

+ Recommend actions to reduce inertia or resistance to change in the client organization

+ Recommend methods to improve accessibility results

+ Help develop business cases to secure funding for recommended improvements

+ Serve as an advocate within Deque representing the needs of the client

+ Help your clients understand how to optimize their approach to designing and developing accessible content

+ Develop and maintain strong relationships with the design and development organizations

+ Demonstrate ease of use and quality of Deque’s tools

+ Evangelize the ROI of “shift-left” strategies and High-Velocity Accessibility

+ Help your client develop and implement plans that lead to wide-scale adoption and continual renewal of Deque products

+ Deliver on Account Growth Strategies

+ Partner with the Account Executive in developing account plans

+ Seek expansion opportunities for clients that are aligned with their overall accessibility goals

+ Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

+ Navigate customer organizational structures and actively pursue additional contacts (business and technical) within the client organization who can improve enthusiasm, results, and credibility of client’s accessibility program

+ Professional Development

+ Set individual goals (peaks) on a quarterly basis and measure achievement of those goals

+ Remain proficient with new Deque Programs, Services and Products

+ Identify opportunities for process improvement and efficiency


+ Exceptional Relationship Management skills with Customers and Internal teams

+ Familiarity with agile web development processes, technologies, and tools

+ DevOps knowledge

+ B2B SaaS Experience

+ Strategic Planning Ability and Creative Thinking

+ Proficient at being prescriptive and driving action-oriented meetings

+ Problem Solving Ability, customers look to us as their trusted advisor to consult with on the best way to solve their problems

+ Industry knowledge & domain expertise

+ Mastery of Deque Products and Services (will train)

+ Strong organizational and time-management skills with the ability to manage multiple Accounts concurrently

+ Excellent communication and presentation skills and the ability to dynamically craft messaging to multiple audiences based on situational awareness

+ Ability to effectively engage with all levels of an organization, including the C-suite

+ A strong work ethic and self-starter attitude, with the ability to thrive in a fast-paced environment

+ Ability to travel throughout the US and internationally

Additional Skills

+ Experience writing statements of work, change requests, and proposals

+ Cross Sell and Up Sell experience a plus

+ Organizational Change Management experience a plus

About Deque

Deque (pronounced dee-cue) is a web accessibility software and services company, and our mission is Digital Equality. We believe everyone, regardless of their ability, should have equal access to the information, services, applications, and everything else on the web.We work with enterprise-level businesses and organizations to ensure that their sites and mobile apps are accessible. With over 475,000 extensions installed and over 5,000 audit projects completed, Deque is the industry standard. Join our growing family as we work to make the web a better place for everyone.

Job Location

+ Remote

How to Apply

+ Apply by submitting your resume and a cover letter. Applications without a cover letter will not be considered.

In your cover letter

+ Explain your interest in joining Deque and how you align with our Core Values

+ Depict key attributes that differentiate you as a candidate

Deque is committed to providing Equal Employment Opportunities. Reference and background checks will be required.

Thank you for your interest in joining our exciting company!

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