Facebook Account Manager Interview Questions & Answers
Behavioral
1. How would your coworkers describe you?
How to Answer
When you answer this question, make sure to connect the descriptive terms you give with the role. Facebook is looking for an account manager who is motivated, smart, collaborative, client-focused, and a relationship builder. Be honest but make sure to highlight similar strengths and qualities.
Answer Example
"To begin, I think my coworkers would describe me as personable and hardworking. I really enjoy interacting with others and have a very strong work ethic. Beyond that, I believe they'd say that I'm a creative and critical thinker. During my interactions with customers, I'm always trying to figure out how I can help them by solving their problems. I don't hesitate to think outside of the box and devise new solutions that haven't been used before. I'm also a team player and a quick learner. I enjoy working within a team to achieve shared goals."
Behavioral
2. Can you tell me how do you deal with stress?
How to Answer
Selling and helping customers day in and day out with varying issues can at times be stressful. Engaging with different personalities can also be a challenge at times, particularly in a fast-paced environment. The interviewer wants to know that you're able to handle stress. Talk about the methods you use to relieve stress and how you remain focused and calm.
Answer Example
"I am the kind of person who loves variety and who can easily roll with the punches. I like that account management gives me the chance to talk to lots of different people who have different needs. I find this interesting, and I enjoy showing clients how our products can help them. So, in general, I don't view this type of atmosphere as stressful. Instead, I view it as a challenging puzzle that I get to solve every day. When it comes to keeping mentally relaxed and focused, I do this by listening to music that I like on my way to and from work, as well as by always taking a short lunch break with colleagues. Talking and laughing at lunch helps to break up the day and keep me in a happy frame of mind. I also work out at the gym a few times a week so I can burn off energy and run off any challenging calls I've handled that week."
Behavioral
3. Tell me how you handle negative feedback.
How to Answer
The key thing to emphasize as you answer this question is that you don't view failure or unfavorable feedback negatively. Instead, discuss how you view them as learning opportunities. Talk about how you carry the lesson(s) you learned with you. Try to show that you view any feedback in a positive light. If you can provide an example of a time when you learned something from feedback you received, definitely mention it.
Answer Example
"Occasionally, I receive negative feedback from clients, colleagues, or my manager. It happens. When it does, I try not to take it personally. Instead, I thank the person for their input, and I examine it to see what I can take away from it. Several months ago, a customer mentioned on the phone that I was a little heavy-handed with how frequently I was contacting them. I know it's important to reach out to my accounts but from this feedback I learned that I should be more considerate when it comes to what each specific client prefers. Now I also take into account if there are any external variables that might impact when a time is good for a client to speak or not. I want to be available, but I also don't want to annoy clients. I appreciated this feedback and took it to heart."
Behavrioral
4. Explain if you are a good multitasker or not.
How to Answer
Account managers typically need to be excellent multitaskers because they oversee many accounts and client needs. You will want to emphasize that you are able to efficiently handle multiple projects, priorities, customers, and deadlines at once. If possible, give an example of a time when you excelled at multitasking. You might also talk about the methods you use to effectively multitask (software, delegating, etc.)
Answer Example
"I'm definitely a strong multitasker. I think that this is an essential part of being an account manager because right off the bat you have so many accounts to handle. I take meticulous notes after all contacts with clients that I later refer to so I know their status and what's going on. This helps to keep me organized. I also delegate as much as possible and use CRM software to automate emails and to keep track of all the calls I make. I am fully capable and used to handling numerous priorities at once."
Competency
5. How do you build good client relationships?
How to Answer
It's important as an account manager to be able to establish strong relationships with customers. The interviewer wants to know what methods you will use to do this. Talk about any past experience you have building client relationships and how you will effectively do this as an account manager at Facebook.
Answer Example
"I'm outgoing by nature and enjoy making new connections. Before I call and introduce myself to a new client, I do some research on their background and company to find out more about them and to see if we have anything in common. Any interests or commonalities that I uncover help me to break the ice and start creating a relationship. I keep notes about these interests and other conversation starters on each account so every time I call I sound knowledgeable and thoughtful. So, for me, it's really about creating a friendship. I also strive to be knowledgeable and a subject matter expert so clients know they can come to me with questions and for help. Being friendly and informative fuels strong client relationships."
Competency
6. How do you track client success?
How to Answer
One of the key responsibilities of an account manager is to ensure their client's success. Talk to the interviewer about the methodologies you use to understand the goals of your customers and how you use data to determine their progress and satisfaction.
Answer Example
"I believe that it's critical to be aware of how well my clients are doing with the service. It's essential that they are getting value from it or else they might stop using it. In order to keep tabs on how my accounts are doing, I periodically check in with them and ask. At least every quarter, if not more frequently, I reach out and see if they have any questions or issues that I can resolve or fix for them. I also monitor various metrics that help me to see which clients are most successfully using our service and which aren't. Metrics on website logins and usage can help me see what's going on and if I need to provide additional education or help on how to use the service."
Competency
7. Do you perform quarterly business reviews with your clients? If so, how do you prepare for that?
How to Answer
If you have any experience conducting QBRs, talk to the interviewer about how you structure these meetings and what the results tend to be. If you haven't reviewed clients before in this manner, discuss the methods you use to share this information (concerns, performance reviews, future needs) with clients.
Answer Example
"I do conduct business reviews with clients every quarter because I believe that this helps to strengthen our relationship and keep us on the same page. It's a good opportunity for the client to express any concerns or problems they're experiencing so I can fix them before they turn into major sources of discontent. It also gives me a chance to remind the customer how much value they are getting from our service. I always try to perform these reviews in person so I can see the client face-to-face, but occasionally they happen over the phone or on Zoom too. I believe QBRs are an important aspect of my client relationships, and I look forward to continuing to conduct them in the future."
Competency
8. Can you talk about how you would save a client?
How to Answer
One of the key functions of an account manager at Facebook is to retain customers who otherwise might stop using the company's advertising services. The interviewer wants to know that you're capable of saving clients who may be on the verge of leaving. Discuss the methods you typically use to save clients.
Answer Example
"When I catch wind that a customer isn't happy and is thinking about leaving our company and no longer using our services, I always reach out to them via phone. I ask questions and actively listen to make sure I understand why they are thinking of leaving. It's essential to understand any issues they are having. I then figure out how I can resolve those problems, and I quickly inform the customer of these potential fixes. I make it as easy as possible for them by initiating any changes they need. If there's a feature of our service that would be useful to them but that they don't currently use, I would also educate them about it. Sometimes, if necessary, I get approval from a manager to offer a one-time renewal discount to help keep the customer. I enjoy the challenge of saving customers who would otherwise leave."
Competency
9. What would you do if you realized you were falling behind on your sales target?
How to Answer
Although account managers at Facebook provide client support and education, part of their job duties also includes selling. The interviewer wants to know what measures you would take if you realized you were lagging behind your monthly sales goal. Emphasize that you continually monitor your progress and take appropriate steps if needed to ensure you're generating enough revenue from your accounts.
Answer Example
"I recognize how important it is that I hit my monthly sales goals. In order to do so, I continually track my progress. I usually use a spreadsheet or CRM software like Salesforce to record my sales. Every Friday I print out a weekly sales report so I can see how I'm doing. That way when I come in the following Monday, I know what I have to do. If it looks like I'm falling behind, I make sure to increase the number of customers that I'm contacting to counteract that. The more clients I contact, the larger my odds of being able to upsell or cross-sell more accounts. Sometimes I also offer discounts if my manager approves it. Using these methods, I haven't missed my sales target even once in the last five years."
Competency
10. How do you make sure you're educated about a client's business model and industry?
How to Answer
Whenever possible, an account manager at Facebook should be familiar with a client's business model and industry before speaking with them. Explain to the interviewer how you would go about educating yourself in this area so you're well-informed when you have the opportunity to talk to the client.
Answer Example
"Prior to making an introductory call on an account, I typically spend about fifteen minutes researching the contact, as well as their company. I usually try to find the person on LinkedIn first so I can see their professional history and what their current role is. I then look up the company's website, in addition to looking at Google search results, so I can learn more about its products/services, business model, and industry. After conducting this online due diligence, I'll reach out and introduce myself. If I have any confusion or outstanding questions, I don't hesitate to ask the person once we're conversing as this usually helps to break the ice, in addition to giving me a deeper understanding of them and their company."
Competency
11. How would you plan to stay abreast of new product developments and features if we hired you?
How to Answer
Facebook is an innovative company whose products are continually being updated and changed according to customer feedback. As an account manager, you'll need to help clients who are having trouble understanding the company's advertising apps and services. To do this, you'll need to fully understand the products and be aware of all new features. Talk about how you will maintain your product and service knowledge.
Answer Example
"I definitely understand the importance of staying up to date on new product and service features, as well as any updates or changes to existing ones. I need to be aware of these so that I can communicate them effectively to the customers and help them with any issues they are having. To stay abreast of what's happening, I will attend any training that the company offers. I'll also self-educate myself and conduct my own research as needed, in addition to talking through new concepts with my team members."
Competency
12. How knowledgeable are you about Facebook's advertising platform?
How to Answer
One of the key job duties of an account manager at Facebook is to help businesses optimize their advertising using the company's various apps and services. While you will definitely learn all of the nitty-gritty details about Facebook's advertising platform if you are hired, you'll want to show the interviewer that you already have general knowledge about it. If you've personally used it before (or even a similar service), make sure to talk about that as well.
Answer Example
"I am very familiar with Facebook's advertising platform because I have personally used it before. Although I've always worked for large companies, I have family members who own small businesses, and I have helped them run advertising campaigns on Facebook and other social media platforms before. As a result, I know how to set up, run, and track online ads. I know this knowledge will help me when I assist others in optimizing their own advertising campaigns. These campaigns always brought in a lot of qualified, good leads for my family members, so I'm excited to help other businesses bring in leads using Facebook advertising too."
Competency
13. What does it mean to use a consultative approach with clients?
How to Answer
Facebook likes its account managers to employ a consultative approach when interacting with clients. The interviewer wants to know what this means to you. Define consultative selling and talk about any experience you have using this type of approach in the past.
Answer Example
"To me, using a consultative approach as an account manager means to position myself as a trusted advisor to clients. In other words, I take the time to understand their business and pain points and how our products can fix their problems. I ask questions about their needs and challenges so I can identify any issues they are having and determine how we can provide value. I actively listen to what they say and then educate them on what my company has to offer and how this might help them. If I were hired by Facebook, I would strive to help clients optimize their advertising across the company's apps and services by being an informative and trusted advisor to them."
Discovery
14. What is your ideal work environment?
How to Answer
Account managers at Facebook typically work in an environment that is fast-moving, team-oriented, and diverse. The interviewer wants assurance that you will fit into this kind of atmosphere. Talk about any experience you have working for similar companies and discuss how your values and interests align with Facebook's.
Answer Example
"By nature, I'm the type of person who enjoys building relationships and helping others. This is why I've pursued account management as a career. I'm very client-focused and nothing makes my day more than solving a problem for a client or closing a deal. My ideal atmosphere for performing this kind of work is one that is collaborative and team-oriented. I like working within a team that shares the same goals. I also like variety and when things are fast-paced because it's interesting and challenging. Finally, I enjoy being part of a company that is diverse because I believe varying experiences and perspectives bring about innovation and new ways of thinking."
Discovery
15. If we hired you, what would you do during your first 30 days?
How to Answer
Sometimes interviewers ask this type of question to find out how enthusiastic you are about the role. Prior to the interview, come up with a few realistic goals that you can mention. It's always a good idea to talk about getting to know your coworkers, clients, and the company's products. You'll want to show that if hired you will hit the ground running.
Answer Example
"Before starting, I'd spend time on my own researching and reading up on the Facebook advertising apps and services because the more I know about them, the better I can help clients. Once I officially started, I would make it a priority to get to know the account management team and my manager. More specifically, I'd talk to my manager about what success looks like in this role and what his/her expectations are for me. Then I'd begin building on the research I'd previously started on Facebook's advertising apps. Finally, once I'm given specific accounts to manage, I will reach out to each client and introduce myself."
Discovery
16. What does customer service mean to you?
How to Answer
As an account manager at Facebook, one of your main job duties will be to manage relationships with small and medium-sized businesses. Essentially, this means that you will be expected to provide amazing customer service. The interviewer wants to know how you define customer service and what it means to you. Emphasize your desire to help clients find value in Facebook's advertising apps and services.
Answer Example
"Many of the positions I've held throughout my career were customer service oriented so I have deep experience in this area. One of the reasons why I have pursued a career in account management is because I genuinely enjoy helping people. In my view, customer service is two-pronged. First, it is about delighting the customer. Second, it's about solving problems for them. If you hire me, my goal every day will be to ensure that our clients are well taken care of, satisfied, and finding value in our advertising products."
Discovery
17. Tell me about the kinds of customers you've worked with in the past.
How to Answer
The interviewer will be interested in finding out more about the type of customer you've worked with at past jobs. For example, how large were the customers? What industries were they in? If at all possible, emphasize the similarities between them and the ones you'll be working with at Facebook (small and medium-sized businesses in various industries) to show that you'll be successful.
Answer Example
"Over the years, I've worked with many different kinds of clients ranging in size from mom-and-pops to large corporations. At my last job, though, the customers were very similar in size to the ones I believe I'd be working with at Facebook. They were primarily small and medium sized businesses. Most of them were in the fintech space, but I am adaptable and confident that I can quickly get accustomed to other industries as well. I also believe that some of my prior clients might be interested in Facebook's services, and I plan to leverage my network to gain new business for your company."
Discovery
18. What in your opinion makes an account manager successful?
How to Answer
This question gives you a good opportunity to talk about your strengths and how they will help you to be successful as an account manager at Facebook. Consider emphasizing soft skills like your adaptability, curious nature, and ability to think critically, as well as your communication, relationship-building, leadership, and negotiation skills.
Answer Example
"I think it's most important that an account manager be a good relationship builder because so much of this role revolves around being able to connect with and understand clients. The best way to do that is to form trusting and meaningful relationships with them. This is an area where I excel as I'm naturally outgoing, friendly, and personable. To be successful, an account manager also needs to know how to use a consultative selling approach, which is a skill I am highly experienced in. It's vital that a person in this position be able to pinpoint client pain points and then explain to the client how their products/services can fix those issues. Account managers also need to be good leaders, negotiators, and communicators."
Discovery
19. How do you keep track of your daily tasks?
How to Answer
The interviewer understands that as an account manager at Facebook you'll need to be an expert multitasker. They want to hear how you stay organized and on top of all of your accounts. Discuss the methods you use to ensure that all of your tasks get done on time.
Answer Example
"I rely heavily on Google calendar and its email and calendar reminders. Anytime I schedule a call or meeting with a client, I put it on my calendar and send an email invite to both myself and all meeting participants. Every morning I look at my calendar to remind myself of what my obligations are that day. I also usually use a CRM program or Excel spreadsheet to keep track of other deadlines, projects, and priorities. I strive to be as organized as possible so I don't feel overwhelmed and so everything gets handled as it needs to be."
Discovery
20. In your last job as an account manager, what did you sell?
How to Answer
The interviewer wants to know if you've ever sold products or services that are similar to Facebook's advertising apps. Be honest, but try your best to connect whatever you've sold in the past to this role. You want to show that you are capable of selling and educating others about Facebook's advertising platform.
Answer Example
"In my last account manager position, I sold an investment research SaaS product to institutional investors. While this wasn't advertising-related, it taught me how to help clients use an online service. I'm very accustomed to walking clients through logging into websites and using them, which I think will be similar to helping clients use Facebook's advertising apps. I feel wholly confident that all of the skills I honed in my last job will transfer and allow me to be successful at Facebook."
Scenario
21. Describe a time when you had to work within a team to accomplish a goal.
How to Answer
Facebook wants its account managers to be team players. It expects them to work within teams to execute tasks. Talk to the interviewer about your experience working in a team-based environment. If possible, use the STAR (situation, task, action, result) method to walk them through a time when you successfully reached a goal while working on a team.
Answer Example
"While I excel at working independently, I also enjoy being a part of a team. I like sharing goals with a group of people who support and motivate each other. Within my current role, I am part of an account management team that frequently collaborates with sales. We have daily meetings together to ensure we're all on the same page. Recently, both teams worked together with marketing to run a campaign that involved sending promotional materials out to prospects and existing clients and then contacting them via phone and email to set up demos and onsite meetings. Everyone had their own role to play with sales targeting prospects and account management focusing on existing clients. I made hundreds of phone calls. In the end, we scheduled numerous demos and onsites, several of which sales successfully closed for large deals."
Situational
22. Talk about a time when you helped your team execute a marketing strategy.
How to Answer
One of the responsibilities of an account manager at Facebook is to drive marketing strategies and implement marketing tactics. The interviewer is looking for someone who understands marketing concepts, is willing to work hard, and has a great work ethic. If possible, give an example of a time when you worked with a team to carry out a marketing campaign and explain what the end result was.
Answer Example
"Within my last role at a SaaS company, I was involved in multiple marketing campaigns. One time we launched a new product. To announce it, we carried out a direct mail marketing campaign to both our existing clients as well as prospective clients. We sent out kits that included various promotional items and informational materials about the new product. I never hesitated to roll my sleeves up and help assemble the kits when needed. We also followed up with phone calls to try and schedule product demos. I came in early and stayed late for a few weeks to make calls outside of our clients' busy times in order to make contact and schedule demos. The campaign was successful; we were able to set up numerous demos, many of which ended up in closed deals or upgraded accounts. I look forward to the opportunity to help drive marketing strategies at Facebook too."
Situational
23. Describe a time when you had to deal with a challenging client. How did you handle this?
How to Answer
There are going to be times when a client is unhappy, and it will be your job to turn things around. Give an example of an instance when you successfully handled a difficult client. Explain the methods you used to calm them down. Most importantly, show that you made every effort to fix the problem for the client.
Answer Example
"In an earlier role, I was an account manager for a SaaS company. I enjoyed positive interactions and relationships with all of our clients. But there was one time when one of them called me and was irate about not receiving some of the research our company had sent out, which had cost them money on an investment trade. After listening and making sure I fully understood what the issue was, I immediately worked with our IT department to determine why the client hadn't received the emailed research. It turned out that there had been a technical glitch on our end that we needed to fix. After ensuring that the glitch was fixed, I quickly informed the client of what the problem was and apologized. I told them that it was our error and took ownership of it. I spoke to my manager, and we decided to offer the client a one-time discount on their upcoming renewal to compensate them for the trouble. In the end, the client was happy, and we didn't lose their business."
Technical
24. What CRM programs do you know how to use?
How to Answer
This is a good opportunity to mention any CRM software that you have experience using. Don't forget to explain how these programs help you to more efficiently complete your job responsibilities. If you don't have experience with any CRM programs yet, talk about what you do know about them and emphasize that you're an eager and fast learner.
Answer Example
"To be honest, to date I've only used internal company programs and Salesforce. But both have been tremendously helpful to me in terms of allowing me to continually monitor my progress. Using them, I track metrics like how many calls I've made, how many customers I've spoken to, and how many sales I've closed. I also use these programs to make my job easier and more efficient. In particular, I like to set up boilerplate emails to auto send so I don't have to spend time creating and sending emails over and over again for similar situations. This saves me time. I believe that I'd quickly learn and pick up any other CRM programs that Facebook's account management team uses."
Technical
25. What information do you use to prepare monthly or quarterly reports for your manager?
How to Answer
It's important at a company like Facebook that its employees use data to make decisions. As an account manager, you'd likely use data to generate reports that track your progress. Talk to the interviewer about the information you'd use to produce these reports.
Answer Example
"I recognize how important it is that I prepare monthly reports for my manager that show my progress. In fact, I personally create weekly reports for my own use. I believe that our decisions should be driven by data. There are a number of different metrics that I like to follow, including retention rates, churn rates, customer lifetime value, customer satisfaction scores, support requests, calls made, emails sent, and time to resolution, among others."
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