Facebook North America Client Experience Coaching Program Manager in Austin, Texas


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.


This position is responsible for enabling the sales team to perform at a higher level. This person will maintain framework data to assess sales performance, identify training gaps, and work with various partners to ensure up-skilling of personnel on the multiple SMB sales programs. They will build relationships with leadership and the SMB Account and Partner Management team by shadowing and coaching on client conversations resulting in increased effectiveness of their consults with their clients – through education and support.

Ideal candidates will combine high empathy for sales and service team members; a keen eye for identifying process and workflow improvement opportunities; exceptional ability to drive results in collaborative, multi-stakeholder environments; a passion for rigorous planning and flawless execution; and a willingness to roll up their sleeves and execute the tactics. Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results. This position is full-time and located in our Austin, Texas office.

Required Skills:

  1. Partner with regional counterparts to maintain and update coaching assessment framework

  2. Track and correlate operational data and revenue metrics by partnering with the Sales Analytics team to ensure accuracy

  3. Directly work with our training and knowledge teams by systematically creating visibility on high-priority insights

  4. Support Sales leadership, to execute, monitor and improve sales process and activities by actively shadowing and coaching our High Value SMB team members

  5. Design and manage sales mentorship and coaching programs across SMB high value sales teams

  6. Represent SMB client voice and make recommendations on skills and requirements to influence new sales programs

  7. Continuously support our knowledge base by updating and adding sales resources

Minimum Qualifications:

  1. BA/BS degree

  2. 3+ years of experience in sales roles or training & coaching environments

  3. Experience managing internal and external facing projects (ex. sales development/strategy, training, communications, marketing, account management)

  4. Operational and project management experience with experience running strategic projects with cross-functional teams

  5. Communication experience with experience working with executive level leaders

  6. Experience working cross-functionally and globally

  7. Problem-solving and analytical experience

Preferred Qualifications:

  1. Experience with inside sales, outsourced sales or account management

  2. Experience of sales-program quality assessment

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 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.