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12 days ago
Facebook
Location: London
Job type: Permanent
Category: Customer Service Jobs
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's mission is to give the world a place to work together. Launched in 2016, Workplace is an enterprise communications platform that is used by over 30,000 organisations of all sizes worldwide to transform how they connect, collaborate and get work done. To help with the ongoing growth of the Workplace business, we are seeking a world-class Client Services Manager who is passionate about Workplace by Facebook and the role that a connected workforce can play in improving the productivity of an organisation.

Overseeing customer journey, Workplace by Facebook team is looking for a global Client Services Manager to help build our at-scale customer engagement efforts. In this role, you will provide strategic oversight for the customer journey, creating different engagement models for customers globally, ensuring product adoption, scalable strategies that provide outstanding business value and user experiences. We are looking for an analytical and customer-oriented team player who can execute on a new charter, test-and-learn, and deliver results. Your primary goal will be to maximize the growth and retention of our 30,000+ Workplace customers of all sizes.

You'll build, execute and iterate customer programs which engage customers at scale, generating a customer centric culture to meet their expectations. Your programs will help deepen engagement and expand use of Workplace within our customer base. You will work closely with cross functional teams, including Marketing, Product, Research, and Product Marketing Management, to recommend and implement global strategies for scalable customer engagement.

Learn more about our Partnerships Team at Facebook:
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RESPONSIBILITIES

Understand our customer base and the data to identify specific segments and develop targeted customer programs to drive engagement

Create, drive and iterate 1-many programs and initiatives to implement 1 to many customer engagement strategies that can efficiently and effectively drive customer results at scale (e.g., email campaigns, office hours, targeted customer consultations)

Build and execute a disciplined test-and-learn approach to program execution

Work with Support, Partners, and external agencies to amplify your efforts

Provide 'voice of customer' to cross-functional teams, such as engineering, product management, sales, marketing, PMM, research and partners teams and customers to grow customer retention (engagement, adoption, and expansion)

Spend 60%+ of your time with customers - learning, executing, and iterating programs

Competitive Salary including the following benefits :

Medical Benefits

Dental Benefits

Vision Benefits

Pension Benefits

Life Assurance

Childcare Benefits

Gym Benefits

Transport benefits

Laundry Benefit

Posted date: 18 September 2018

Closing date: 16 October 3018

MINIMUM QUALIFICATIONS

5+ years relevant work experience in building at-scale customer programs or working with customers in a technology / SaaS environment

Analytically minded and able to use data to identify opportunities and measure results

Demonstrated ability to create and deliver customer communications (written and verbal)

Proven success working in a start-up or a new organization, with proven ability to execute in a unstructured environment

Demonstrated critical thinking skills with the ability to move fast, and react quickly to change

Experience using a test-and-learn approach, conducting structured experiments

Experience working in a subscription / SaaS businesses, and ideally collaboration software

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