Technical Account Manager

5 months ago

Jakarta, Indonesia Meta Full time

Business Support Engineering (BSE) team’s mission is to deliver value for customers by providing strategic, personalized, and proactive technical support across Meta product priorities.BSE is building a world-class enterprise support organization focused on the success of businesses leveraging our suite of Meta 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 customers.We are looking for a passionate Technical Account Manager (TAM), who will represent customer health on Meta’s suite of products and proactively guide customers to operate effectively and efficiently. You will regularly engage with diverse stakeholder groups, including executives, operations teams, developers, and sales and partnership teams. You will utilize your relationship management skills and technical credibility to effectively communicate at all levels of the organization. You’ll measure yourself by the value you help create for these customers in becoming success stories for using Meta’s suite of products.

**Technical Account Manager 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.
- Travel: Ability to travel up to 20% internationally as needed.

**Minimum Qualifications**:

- 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

**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
- Knowledge of Bahasa Indonesia

**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. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

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