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.
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 Client 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 senior level 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). 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 based out of Gurgaon/Mumbai/Bangalore.
Develop a trusted advisor relationship with customer executive sponsors and help them translate their Workplace vision into execution
Represent and convey the Workplace value proposition to audiences ranging from Sr. Executives to technical stakeholders, driving adoption, engagement and growth
Build customer adoption and engagement by identifying opportunities for business transformation with Workplace, proactively address any issues, and delivering services via Workplace partners
Partner with Client Partner & xFN teams to drive exponential growth of Workplace in India
Ensure internal alignment on account strategy by partnering with Client Partners, Partner Managers 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
Continually assess, document, and analyze customer progress toward stated goals and results
engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
Innovate with customers using technological innovations (e.g., bots)
Help build the Workplace Community though thought leadership, events, and developing best practices
Gather customer product feedback to shape product roadmap development
Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
Drive initiatives to help build and scale the Workplace team and practices
BA/BS degree required, MBA or other relevant advanced degree preferred
10+ years of consulting, sales or implementation experience at a software/SaaS company
5+ years of business development, Account management or project management experience in India
Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
Excellent organization, project management, time management, and communication skills
Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment
Ability to lead cross function business and technical teams to provide to achieve measurable impact
Proven ability to build and sell business cases to customer teams
Strong understanding of business processes and their implementation into enterprise applications
Willingness to 'roll up one's sleeves' and assist wherever needed
Team player who will innovate to continue improving the way Workplace serves its customers
Willingness to travel ~30% of the time
Fluency in English
Organizational change management, internal communication or HR practices
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