[ref. e32194502] Technical Account Manager - Team Lead - Toa Payoh

Enterprise Support organization’s mission is to deliver value for customers in APAC with a focus on GCR, Indonesia, Malaysia & India by providing strategic, personalized, and proactive technical support across Meta product priorities.

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 seeking a Technical Account Manager (TAM) - Lead who will be responsible for ensuring the success of our customers and regional teams by proactively guiding them to operate effectively and efficiently using Meta’s products. You will engage with diverse stakeholder groups, including executives, operations teams, developers and engineers, and sales and partnership teams, to understand their needs and provide tailored solutions.

• Lead a regional Enterprise Support Technical Account Management team, being accountable for regional customer success and partner closely with the global team in setting strategy and direction.
• Drive the team to impact, supported by data, and communicate it effectively.
• 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 region,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.

• 7+ years of experience in a customer-facing role, interfacing with executive stakeholders, either driving technical implementation or strategic programs.
• 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 through insights and actively contribute to processes that help scale to the regional needs.
• Ability to lead 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.
• Experience assessing, analyzing and resolving issues using data.

• Ability to work autonomously and prioritize work with minimal input.
• Proven ability to collaborate and communicate across a global team and with external partners.
• Fluency in Bahasa Indonesia, Malay, Cantonese, Mandarin or Hindi as the role requires communications with stakeholders/clients in locations where communications are generally made in these languages.

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.