Scale Support Account Manager II

Menlo Park, CA 94025

Posted: 07/08/2024 Job Number: 39411

Job Description


Account Manager II
Onsite


Summary:

The Business Support Engineering Group’s mission is to make messaging the primary way people and businesses connect. Research shows that over 63% of people, across generations, prefer messaging a business over using phone or email. On WhatsApp, Instagram, and Messenger, we’re seeing incredible growth as people message businesses to build relationships, ask questions, and get support. And we’re still in the early days of capturing this immense opportunity: more than 2 billion person-to-business communications happen each day.

Business Support Engineering is building a new world-class enterprise support organization focused on the success of businesses leveraging our suite of Business Messaging products. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for our broader suite of products.

We are looking for a passionate Scale Support Account Manager to develop both a deep and broad comprehension of the WhatsApp Business API. As a Scaled Support Account Manager in a growing globally distributed function you will play a crucial role in building programs that support and nurture several partners and customers. You measure yourself by the value you help these partners and customers create to become our strongest advocates. This role will own one to many customer engagement strategies for our long-tail customers. The ideal candidate is someone who has serviced customers with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy.

Responsibilities:
  • Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required
  • Own and engage with a growing portfolio of 100+ partners and direct clients
  • Work closely with product and engineering teams to ensure high customer satisfaction
  • Collaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
  • Maintain and report customer account health and other key metrics
  • Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
  • Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them
  • Work with the global Support team and XFN partners to improve efficiency and quality of Support processes and tools
  • Analyze tickets and provide recommendations that improve the customer experience. Build relationships with Product and Engineering teams to improve the product and advocate for customer needs
  • Ability to travel internationally as needed

Required Qualifications:
  • 3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
  • Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
  • Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
  • Excellent analytical skills to accurately respond to customer and partner needs at scale
  • Ability to build relationships and effectively leverage them to remove blockers and expedite work
  • Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
  • Leverage tools and technology to deliver value to multiple accounts at once through one to many programs
  • Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service
  • Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

Preferred Qualifications:
  • 2+ years of experience in working in scaled account management programs in mid-market or enterprise companies
  • 1+ years of Project Management experience preferred, or commensurate certification
  • Incident and Escalation management best practices

 

Pay range is $34 - $39 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

THE PROMISES WE MAKE:

At Crystal Equation, we empower people and advance technology initiatives by building trust.  Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start.  We will serve to empower you along the way and provide the path for your professional journey.

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About Menlo Park, CA

Ready to jumpstart your career in the vibrant heart of Menlo Park, California? Nestled in the bustling Silicon Valley, this dynamic region beckons with unparalleled growth opportunities and a thriving tech-centric environment. Unleash your potential in the epicenter of innovation, where companies like Facebook and Stanford University drive groundbreaking advancements. With the picturesque Stanford University, the iconic Menlo Park Caltrain station, and the bustling downtown area brimming with cafes and boutiques, this locale offers a blend of charm and modernity like no other. Explore career opportunities surrounded by the lush landscapes of nearby parks like Bedwell Bayfront Park or catch a game at the Stanford Stadium. Join us in discovering the endless possibilities that await in Menlo Park and unlock your career aspirations today!