Customer Value Strategist & Journey Mapping Expert - Enterprise Sales Enablement

Summary
Join Meta at a pivotal moment as we enhance our Success team to support rapid growth in our Enterprise GTM Group. We are looking for a Customer Value Strategist and Journey Mapping Expert who will focus on researching and refining the customer journey to success across diverse use cases and industries. This role is critical in identifying friction points, gaps, and opportunities that expedite our customers' time to value.

Key Responsibilities

This position is customer-focused and high-priority, requiring proven communication, organizational, and analytical skills. You will leverage data and insights to design and improve the customer success journey.

As a vital member of the Success and Sales Enablement core team, you will address both immediate journey enhancements and long-term transformational initiatives, reporting directly to the Director of Global Customer Success.

Lead qualitative and quantitative research to document the success journey for our key accounts, starting with Large Enterprises (Fortune 500).

Gain an in-depth understanding of our existing customers, their use cases, and the challenges they face, while identifying how our business messaging can meet their needs.

Collaborate cross-functionally with Marketing, Global Business Solutions (Sales), Product Engineering, Partner Organization, Insights and Analytics, and Customer Success Managers.

Illustrate and analyze the current customer journey through visual journey maps, which may include diagrams, flowcharts, and service blueprints.

Evaluate success motion performance to recommend improvements that enhance our customer success lifecycle.

Manage the analysis, reporting, and presentation of key program performance metrics to executive leadership and cross-functional stakeholders.

Provide market intelligence and utilize industry best practices to continuously innovate and optimize our success offerings.

Act as a trusted advisor to address our customers' business challenges effectively.

Minimum Qualifications

At least 5 years of experience in consulting, process optimization, design thinking, or customer research.

Strong customer interface and presentation skills, emphasizing a customer-first mindset.

Analytical and creative problem-solving skills with a focus on innovative solutions.

Able to thrive in a fast-paced, dynamic environment.

Excellent planning, time management, organizational, and interpersonal skills.

Preferred Qualifications

Experience in integrating AI tools to optimize workflows and deliver measurable outcomes.

Knowledge of responsible AI practices, including risk assessment and bias mitigation.

Commitment to ongoing AI skill development and familiarity with emerging technologies.

Proficiency in web analytics applications and digital whiteboarding solutions is a plus.

Compensation
$131,000/year to $190,000/year plus bonuses, equity, and benefits.

Industry
Internet

Equal Opportunity
Meta is an Equal Employment Opportunity and Aff...program. If you require assistance or accommodations, please inform us.

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