Success Customer Journey Mapping Manager Responsibilities:
Own qualitative and quantitative research and documentation as it pertains to the success journey for our covered accounts, beginning with Large Enterprise (Fortune 500).
Deeply understand our existing customers, their use cases, jobs to be done in a deployment, common pain points and how business messaging can address customer needs.
Work cross-functionally with teams such as Marketing, Global Business Solutions (Sales), Product Engineering, Partner Organization, Insights and analytics and Customer Success Managers in the field.
Document and demonstrate the current customer journey by developing visual journey maps which may include service blueprints, flowcharts, layouts, diagrams, charts, and models.
Analyze specific success motion performance and make recommendations of ways to improve the effectiveness of our customer success lifecycle.
Oversee the analysis, reporting and delivery of key program performance metrics of program to leadership, and cross functional stakeholders.
Provide market intelligence and leverage industry best practices to continuously optimize and innovate our success offering.
Able to act as a trusted advisor in addressing our customer’s business needs.
Minimum Qualifications:
7+ years consulting, process optimization, research experience
Proven customer interface and presentation skills, with a customer-first
Proven analytical, problem solving and creative thinking skills
Demonstrated planning, time management, organizational and interpersonal skills
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 [email protected].
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