Facebook

Service Carrier Account Manager

Facebook

June 11, 2021

This position will be responsible for overseeing and managing customer accounts. Partnering with Facebook Reality Labs Sales, Service Operations, Service Business Management, Service Technical Program Management, and third party partners to create and enhance service solutions to ensure the achievement of customer SLA’s and contractual agreements. Responsibilities will encompass to understand business capabilities, limitations, and process to advocate for PSO Post Sales needs during contract agreements and customer interactions. Represent customer requirements and contractual agreements within FRL.
  • Represent customer needs within FRL, encouraged business growth and operational excellence
  • Advocate for PSO needs within FRL and customer to secure PSO success
  • Ensure support contract conditions are met and delivered to a high standard
  • Act as an escalation return and support processes
  • Coordinating enablement activities and related schedules between FB and customers
  • Coordinate technical support, coordination for fault management, and resolution assistance
  • Identify and anticipate risk
  • Create innovative solutions, adapting methods and practices to consistently drive high-quality projects
  • Ensured services were delivered correctly, cost effectively and on schedule while facilitating communications between all relevant internal and external stakeholders
  • Monitor compliance to SLA agreements, customer operations scorecard
  • Work with cross-functional in support of post-sales activities including management of global deployments, upgrades
  • Work with Service Technical Program Management for support of technical aspects of service delivery
  • Draw on your knowledge and experience to influence business decisions and contractual commitments
  • Occasional domestic and international travel
  • 6+ years experience Service Delivery/Post-Sales/After-Sales experience
  • Experience negotiating contracts and onboarding new customers
  • Experience with project management
  • Experience communicating and facilitating, and presenting, evidence-based solutions
  • Experience identifying and articulating the reasoning behind your recommendations
  • Experience structuring, managing and guiding teams through complex engagements
  • Experience problem-solving and structured thinking skills, experience generating insight and committed to delivering high-quality solutions which exceed expectations
  • Experience communicating and facilitating, and presenting robust, evidence-based solutions
  • Excel modelling knowledge
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. 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. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.