Facebook Customer Success Manager, Workplace in Menlo Park, California

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

Summary:

Workplace by Facebook is the next generation enterprise communication platform that enables employees at any organization to collaborate and communicate using many of the same features available on Facebook. Launched in 2016, Workplace is growing quickly, with thousands of companies around the world using Workplace. Workplace's mission is to give the world a place to work together.

The Customer Success Manager is at the forefront of our mission to give the world a place to work together.  You will be responsible for working with our largest and most strategic customers. In this role, you will maintain a high level of customer satisfaction by building long-term strategic relationships with our customers and partners, ensuring that their experience with Workplace is transformative for their business.

A significant part of your role will be to serve as a customer advocate, often functioning as a liaison between our customers and all internal Workplace teams (e.g. Partners, Solution Architects, Marketing, Product, etc.). You will be a team player who will innovate to continue improving the way Workplace serves its customers and be willing to roll up your sleeves and assist where needed.This is a hands-on, high execution role which requires excellent business, technical and analytical skills to launch our product with Fortune 500 companies.

This is an exciting opportunity to be part of a fast-growing team and become a true partner to our most strategic customers and shape how our product evolves by representing the voice of the customer.

This position is full time and based in Menlo Park.

Required Skills:

  1. Develop a trusted advisor relationship with customer executive sponsors and help them translate their Workplace vision into execution

  2. Present the Workplace value proposition and product features to audiences ranging from Sr. Executives to technical stakeholders

  3. Educate customers on the value they can generate from high adoption of Workplace

  4. Ensure internal alignment on account strategy by partnering with Growth Managers, Partners and Solution Architects to engage in pre-sales motions as necessary, develop and execute on customer success plans and create the conditions for adoption and expansion

  5. Manage and monitor customer health (including adoption trend data), proactively address any issues, and acting as an escalation point for any issues that do arise

  6. Continually assess, document, and analyze customer progress toward stated goals and results

  7. Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction

  8. Lead the development of the Workplace Community though thought leadership, events, and developing best practices

  9. Gather customer product feedback and communicate with product management to shape product roadmap development

  10. Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders

Minimum Qualifications:

  1. BA/BS degree

  2. 8+ years of account management, sales or implementation experience at a software/SaaS company

  3. Ability to build and maintain relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing

  4. Organizational, project management, time management and communication skills

  5. Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience

  6. Strategic thinker with an ability to thrive in a fast-paced, always-on, highly ambiguous start-up environment

  7. Ability to lead cross-function business and technical teams to provide to achieve measurable impact

  8. Ability to build and sell business cases to customer teams

  9. Understanding of business processes and their implementation into enterprise applications

  10. Willingness to travel 30% of the time

Preferred Qualifications:

  1. MBA or other relevant advanced degree

  2. Experience with organizational change management

  3. Experience with internal communication or HR practices

  4. Expert user of Salesforce, Gainsight, Totango, Tableau, Workplace amongst other collaboration tools

Industry: Internet

Equal Opportunity: As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at 1+650-308-7837.