Scaled Account Team Lead, Apac, Reality Labs
1 week ago
**Scaled Account Team Lead, APAC, Reality Labs Responsibilities**:
- Lead a team of Account Managers and Client Renewal Specialists to build and execute an effective programs strategy for driving Workplace and Reality Labs product adoption, ensuring scalable processes are being implemented to drive customer success and customer renewals
- Own logo retention and grow net dollar retention of scaled accounts in region
- Provide executive oversight for all regional scaled customer success value initiatives, including streamlining ongoing programs for customers
- Support Account Managers and Renewal specialists in meeting and exceeding top line business goals and building career plans to support internal growth of team
- Identify and implement improvements to current strategy, processes, people and programs that will enable the business to expand into more efficient CS offering
- Lead creation and iteration of a combination of 1-to-1 customer consultations and 1-to-many customer engagement programs and initiatives that can efficiently and effectively drive customer adoption at scale
- Work closely with Global Scaled CS team as well as Product teams (including Data Science and Research) to ensure launched programs are successful and perform against their adoption goals
- Support the successful delivery of client programs that align with and support immediate and future product growth strategies, including the alignment of wider cross-functional teams at Meta
- Give customer perspective to cross-functional teams, including ensuring product programs can be delivered at-scale to global customers
- Willingness to travel ~30% of the time
**Minimum Qualifications**:
- 10+ years of account management experience, sales or professional services at a software/SaaS company
- Leadership and people management experience
- Experience working in established enterprise software/SaaS companies as well as start-ups, building and executing customer experience and team processes to drive high levels of customer engagement
- Experience with using an analytical approach to inform business/technical specifications and customer feedback
**Preferred Qualifications**:
- MBA or other relevant advanced degree
- Analytical experience and outstanding communications experience inspiring a team remotely
- Big-picture thinker with the experience to solve detail-oriented issues in a fast-paced, always-on, highly ambiguous start-up environment
- Interpersonal experience and experience developing strong working relationships at all levels of management, both inside and outside Meta
- Fluent English and additional languages is an advantage
- Proven adaptability in a rapidly changing product environment and responds strategically to customer needs
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