Meta is seeking a Practice Development Manager to define and build the enterprise success practice for Meta's non-marketing solutions, including our utility, authentication, and services Paid Messaging products, and the newly announced Meta Business Agent Platform. This role sits at the intersection of service design, customer experience, and go-to-market strategy. This role will be responsible for architecting the engagement frameworks, workshop deliverables, and service models that Enterprise Technical Sales Specialists (ETSS) use to drive adoption and customer value realization. Reporting to the Global Director of Customer Success and Sales Enablement for Enterprise GTM, you will partner with the Customer Journey Mapper and Value Architect to design our go-forward client engagement model, from initial planning through to testing, scaling, and production deployment. You will manage a strategic third-party consultancy relationship and resources to co-create the future success practice for enterprise products. This is a foundational role with the mandate to build something new, translating early bespoke client engagements into repeatable, scalable delivery frameworks that accelerate time-to-value for large enterprises adopting agentic AI on Meta's platforms.
Responsibilities
- Design and codify the end-to-end enterprise client engagement model for the Business Agent Platform, spanning initial account planning, workshop delivery, onboarding, and forward-deployed engineering service engagements
- Partner with the customer journey mapper to translate customer journey insights into structured engagement playbooks, service blueprints, and milestone-based delivery frameworks
- Partner with the Value Architect to ensure that all practice deliverables are anchored to measurable business outcomes and value realization metrics
- Manage the strategic relationship with a third-party consultancy partner to co-develop the future-state success practice, including scope definition, milestone governance, and knowledge transfer
- Establish quality standards, certification criteria, and continuous improvement mechanisms for all practice deliverables and engagement models
- Collaborate with cross-functional partners & manage third-party consultancy to develop workshop curricula, facilitation guides, and supporting assets for 1-day, 2-day, and 3-day enterprise engagement formats, ensuring consistency and quality across all client-facing interactions
- Collaborate with cross-functional partners and manage third-party consultancy to create and maintain the service deliverable library, including account research templates, use case prioritization frameworks, executive positioning materials, and deployment readiness assessments
- Develop content and communications that articulate the value of Meta's enterprise deployment approach to internal stakeholders, partners, and prospective clients
- Drive cross-functional alignment across Product, Engineering, Sales, and Marketing to ensure that success practice frameworks reflect the current platform capabilities and roadmap direction
- Identify opportunities to productize bespoke engagement patterns into scalable digital experiences and AI-powered tools that extend the practice's reach without proportional headcount growth
- Track and analyze practice effectiveness metrics, including time-to-value, workshop conversion rates, deployment success rates, and client satisfaction, and report insights to leadership
- Manage the established workshop program - setting direction, defining qualification criteria and supporting leadership by reporting impact metrics and qualitative insights
Minimum Qualifications
- 5+ years of experience in service design, practice development, professional services, or management consulting, with demonstrated experience in building client engagement frameworks from the ground up
- Proven track record of designing and scaling enterprise service delivery models within technology, SaaS, AI-native or platform companies
- Strong content development and communication skills, with experience creating executive-level deliverables, workshop curricula, and client-facing assets that drive strategic conversations
- Experience managing third-party consultancy or agency partnerships, including scope governance, milestone management, and knowledge transfer
- Demonstrated ability to operate at both strategic and tactical levels, defining the vision for a practice while simultaneously building the assets, templates, and processes that bring it to life
- Experience working cross-functionally with Product, Engineering, Sales, and Customer Success teams in a matrixed organization
- Experience translating complex technical capabilities into clear business narratives for executive and non-technical audiences (e.g., strategy decks, business cases, client presentations)
- Bachelor's degree in Business, Design, Communications, or a related field Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
- Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
- Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
- Familiarity with enterprise go-to-market motions for platform products, including partner ecosystem development and channel enablement
- Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
- Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
- Background in service design methodologies (e.g., service blueprinting, journey mapping, design thinking) with formal training or certification
- Experience in enterprise AI, conversational AI, or business messaging platforms
- Experience with outcome-based or value-based engagement models where service delivery is tied to measurable client business results