Enterprise Technical Account Manager

Há 5 dias

São Paulo, São Paulo, Brasil Meta Tempo inteiro
Job Description

Meta is seeking a highly skilled and experienced Technical Account Manager to join our Business Support Engineering (BSE) team. As a Technical Account Manager, you will play a critical role in delivering value to our customers by providing strategic, personalized, and proactive technical support across Meta's product priorities.

Key Responsibilities:

  • Actively manage escalations by ensuring proper prioritization, cross-functional collaboration, and quality resolution is achieved on behalf of the customer.
  • Work collaboratively with the customer, Go-To-Market, and Product teams to understand the client's solution and infrastructure.
  • Understand operational problems that block product adoption, and help drive resolutions within Meta and our customers' business.
  • Provide visibility to internal leadership on customer health metrics within their assigned book of business.
  • Work in tandem with product, sales, partnership, and engineering teams to proactively identify and address gaps in the customer or product experience.
  • Consult with a range of partners from developers, support teams through to C-suite executives.
  • Develop understanding of the client's configuration, and ensure optimum usage is achieved during crucial customer moments like campaigns.
  • Offer recommendations derived from usage patterns, while adhering to the client's infrastructure and established performance limitations.
  • Engage actively with customers through product councils and customer forums.
  • Leverage Meta tools, knowledge of products, and influence to ensure customers' needs are addressed.

Requirements:

  • Prior experience in a client-facing role as a TAM, technical consultant, solutions architect, product manager or similar.
  • Proven track record of driving customer outcomes through insights and data.
  • Demonstrated ability to embrace a strategic mindset of continuous improvement in customer experience and actively contribute to processes that help scale the offering.
  • Ability to lead complex integration discussions in a highly consultative and proactive manner.
  • Experience with enterprise cloud software and concepts (e.g., Single Sign On), integration with cloud service providers (e.g., AWS), and APIs.
  • Working knowledge of event-driven and messaging service architectures, webhooks and API call backs.
  • Working knowledge of digital campaigns, external communications, customer experience, CX measurement metrics.
  • Knowledge of Spanish/Portuguese and/or Brazilian Portuguese.

Preferred Qualifications:

  • Bachelor's degree in Computer Science a related technical field, or equivalent practical experience strongly preferred.
  • Experience in advertising solutions and deep understanding of Ad Tech strongly preferred.
  • Understanding of IT operations, launch and capacity planning, and product release management.

About Meta:

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology.

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