Global Program Manager, Customer Advocacy and Renewals - job 2 of 2

About Us:At Meta, a core part of our mission is to bring the power of community to everyone at work. We believe that fostering a sense of connection and collaboration is essential for the future of work. Our Customer Growth team plays a pivotal role in achieving this mission by focusing on driving the growth and adoption of Meta’s Reality Labs B2B products.Our Mission:Our team is on a mission to establish Meta as the foremost choice in transformative technology for enterprise organizations. We are dedicated to revolutionizing the way work is conducted, shaping the next computing platform for the coming decade.Our Products:Within the B2B Reality Labs portfolio, our products are carefully crafted to empower organizations. They facilitate the redesign of business processes, elevate productivity, and ignite innovation. Additionally, our solutions have the potential to profoundly reshape the employee experience and organizational culture.We are committed to helping organizations thrive in the digital age. We invite you to be part of our journey toward the exciting future of work.Additional Information:This position reports to the Global Head of Customer Advocacy Programs and RenewalsGlobal Program Manager, Customer Advocacy and Renewals Responsibilities:• Cross-Functional Collaboration: Collaborate with Customer Success, finance, and sales teams to retain customer contracts, secure renewals, and support account growth.• Renewal Team Management: Renewal Processes Ownership: you will be managing an outsourced team who owns the renewal processes, from initial outreach and negotiation to payment confirmation. Collaborate closely with Customer Growth, finance, and sales teams to retain customer contracts, secure renewals, and support account growth.• Negotiation and Alignment: Negotiate renewal terms that align with both customer and company goals, ensuring a win-win approach• Forecasting and Expansion: Maintain a rolling 90-day renewal forecast by segment and/or territory. Proactively identify opportunity signals and generate expansion opportunities (up-sell, add-on, cross-sell, etc.)• Playbook Enhancement: Continuously enhance the renewals process playbook to maximize account and ARR retention. Address escalations related to contract questions, negotiations, and requests.• Advocacy and Education: Serve as the chief advocate for the customer within the organization, inspiring teams to prioritize customer needs. Educate and motivate cross-functional teams to ensure customer-centricity is embedded in our decision-making.• Strategic Insights: Lead cross-functional initiatives related to the program, ensuring the successful completion of objectives and the achievement of key results. Develop and maintain mechanisms to capture customer insights data through surveys, interviews, focus groups, social media, and other channels. Utilize qualitative and quantitative data to derive valuable customer insights.• Data-Driven Decisions: Generate clear reports, insights, and recommendations aimed at improving customer experiences. Your insights will drive better outcomes for our customers and have a positive impact on our bottom line.• Cross-Functional Collaboration: Collaborate closely with product, marketing, sales, and customer support teams to convey customer insights and drive customer-centric initiatives. Work across functions to enhance business processes and data sources, expediting the collection and development of precise customer insights.Minimum Qualifications:• Motivational Leader: Supporting others in achieving success and fostering individual growth.• High-Velocity Commercial Role: Experience in a high-velocity commercial role, while coaching team members on navigating a high volume of renewals.• Cross-Functional Collaboration: Demonstrated capacity to work effectively in cross-functional teams, recognizing when to lead and when to provide support.• Renewal Management: 4 years of relevant experience in Renewal Management• Team Management: 3 years of experience in managing a vendor team of Renewal/Account Managers for a software solution• Extensive Experience: 10 years of substantial experience in Customer Experience, Market Strategy, or a related field.• Customer Program: Proven experience in developing and implementing a program that drives customer-centric initiatives.• Customer Experience Platforms: hands-on experience with Customer Experience platforms, survey and reporting tools (e.g., Qualtrics, Medallia, SurveyMonkey), and analysis platforms like Tableau.• Effective Communication: Proven communication skills with the experience collaborating across diverse groups and geographies.Preferred Qualifications:• Product Management: Previous experience in product management.• Technology Background: Experience in the technology sector, particularly with software and SaaS products.• Strategy Consulting: Background in strategy consulting.• Customer Advocacy: A genuine interest for advocating for customers and enhancing their brand experience, with a drive to translate customer insights into measurable results.• Analytical Skills: Strong analytical skills with the experience interpreting extensive data sets and transform them into actionable insights. Experience creating and maintaining dashboards in Salesforce and Tableau.• Value Delivery: A deep commitment to delivering value to customers while building a sustainable business• Project Leadership: Lead projects from ideation to impact with meticulous attention to detail.• Time Management: Strong time management and prioritization skills.• Industry Expertise: Experience working with SaaS companiesAbout 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.Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.Meta 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 accommodations-ext@fb.com.