Facebook SMB Account Manager, UK & I in Dublin, Ireland
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
SMB Account Manager, UK&I
Facebook’s mission is to make the world more open and connected. The Small & Medium Business (SMB) team contributes directly to this mission by connecting every small business in the world with their customers on Facebook, and then helping them grow through solutions like Facebook Pages and Advertising. We succeed when we help our customers grow their business. People joining our team will have an outstanding opportunity to build client and agency relationships helping to scale our sales and service model for SMB’s. Account Managers will leverage customer insights to help clients build their business using Facebook to drive success.
The ideal candidate will have 2-3 years experience in advertising agencies and/or account management experience. The role of the account manager will be to establish, own and manage an expanding portfolio of agencies, focusing on driving revenue, product adoption, education and customer satisfaction.
The ideal candidate will also have an appetite for identifying and executing on opportunities to scale services across other markets within EMEA. Success in this position requires strong consultative sales and analytical skills, a focus on client service, a consultative approach to sales and the ability to thrive in a dynamic, team-focused environment delivering against tight deadlines.
This position is based in Facebook’s EMEA Headquarters in Dublin.
Grow revenue, education and solution adoption with Agencies and Partners
Partner with Customer Insights and Direct Marketing to drive education and solution adoption programs
Help drive SMB client strategy, continuous improvement and knowledge sharing initiatives
Analyse data to identify trends to enhance our customer support processes and improve team efficiency
Optimize campaigns and identify programmatic ways to do this at scale
Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders, including the ability to synthesize feedback and adjust plans accordingly
Operate as the lead point of contact for any and all matters specific to your client portfolio, including escalation and troubleshooting to resolve client issues
Gather agency and partner feedback to enhance ad products and the customer experience
Deliver consultative support and up-to-date education on our Facebook products
Represent SMB Facebook at conferences, events or through webinars
University degree and/or masters or equivalent experience
2/3+ years previous experience in customer sales and support, agency account management or consulting
Exceptional communication and presentation skills
Strong team working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact
High level of comfort presenting key client issues in an effort to be the customer advocate within Facebook
Identify and leverage trends within industry of expertise/focus
Strong critical thinking, analytical skills with an entrepreneurial and proactive mind-set
Ability to effectively prioritize tasks and manage time, even under high- pressure situations
Client management experience an advantage
Fluency & excellent communication skills in English.