Customer Engagement Manager, Workplace

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.

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.
Workplace by Facebook is the next generation enterprise communication platform that enables employees at any organization to collaborate and communicate using many of the same features available on Facebook. Launched in 2016, Workplace is growing quickly, with thousands of companies around the world using Workplace. Workplace's mission is to give the world a place to work together.
The Customer Engagement Manager is at the forefront of our mission to give the world a place to work together. In this role, you will build high-impact customer education content inspired by our world-class customers. The Customer Engagement Manager will oversee development, execution and delivery of digital and print customer content across all our channels. The ideal candidate for this role enjoys building content that both inspire potential customers and educate current ones.
This is an exciting opportunity to be part of a fast growing team!

RESPONSIBILITIES

  • Manage Workplace's Customer Resource Center driving adoption, engagement and growth across customers ranging in size from SMB up to Enterprise
  • Collect, monitor and analyze Customer Resource Center website metrics and content engagement, and make improvements accordingly
  • Plan and execute a customer content strategy that drives high engagement at scale
  • Write, edit, test and improve content that drives depth throughout a customer's journey on Workplace
  • Develop customer lifecycle campaigns that educate customers about the value of Workplace and how to use our product to meet their needs
  • Become the go-to expert in existing customer content & stories to help create effective customer education assets that can be leveraged in our highest priority customer education campaigns
  • Collaborate with designers, researchers, product managers, product marketers and engineers to serve a global audience
  • Ensure a positive customer experience for our customers and advocate for our customers internally
MINIMUM QUALIFICATIONS
  • Demonstrated ability to build customer content marketing campaigns with content for mobile and web experience
  • 8+ years of customer marketing, content management, and/or customer success experience
  • seasoned track record of creating customer content for SaaS customers
  • Proven ability to manage external resources and work cross-functionally, particularly with Marketing and Customer Success
  • Strong understanding of business processes and their implementation into enterprise applications
  • An inclination toward measurement
  • A love for storytelling in a simple, thoughtful, and visual manner
  • Sense of urgency and customer-service orientation
  • An appreciation for the details
  • Bachelor's degree is required
    Competitive salary including the following benefits apply:
  • Medical Benefits
  • Dental Benefits
  • Vision Benefits
  • Pension Benefits
  • Life Assurance
  • Childcare Benefits
  • Gym Benefits
  • Transport benefits
  • Laundry Benefit
  • Posted: October 25th 2018
  • Closing date: November 23rd 2018


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