Manager, Account Management

Job Description

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development.

Fastly’s customers’ use our edge cloud platform to ensure concertgoers can buy tickets to the live events they love, travellers can book flights seamlessly and embark on their next great adventure, and sports fans can stream events in real-time, across devices. They include many of the world’s most prominent companies, including Spotify, Alaska Airlines, Hulu, The New York Times, and Ticketmaster.

We’re building a more trustworthy Internet. Come join us.

The Manager, Account Management is responsible for providing effective leadership to a segment of the Account Management team to ensure optimal customer growth and retention through positive and proactive engagement of Fastly’s client base. Overseeing Fastly’s customers, this person is responsible for driving high value activities (through the team of AMs) across the entire customer life cycle including onboarding, implementation and execution. Key activities include management and development of executive relationships, accountability to data integrity and performance results, and monitoring resources available to provide appropriate responses to client business needs and system support issues.

• In collaboration with Senior Management, executes the overall growth, retention strategies and renewal metrics for all Fastly customers
• Helps drive initiatives that maximize net retention rate by reducing customer churn and identifying and closing customer revenue growth opportunities
• Ensures that the team is maintaining exceptional customer relationships, intelligence, and data such that we are effectively mitigating potential risks to maximize corporate retention rates
• Hires, motivates, mentors, and retains exceptional Account Management talent
• Provides focus and prioritization to ensure and measure team’s effectiveness at proactively identifying customer risk, identifying opportunities for customer growth, and properly escalating issues
• Creates a high performance work environment by communicating job expectations, establishing and monitoring metrics, and appraising staff results
• Authors and delivers staff training and educational presentations designed to leverage staff strengths and develop skills around onboarding, retention, account management, and value-selling strategies
• Maintains working collaborative relationships with key management and staff in lateral departments including but not limited to: Prospect Sales, Marketing, Professional Services and Finance
• Ensures achievement of corporate goals for customer retention by acting as point of escalation in handling high priority customer service issues, contractual negotiations and outstanding account receivables
• Establishes and maintains a customer-centric work environment by enforcing high quality customer service standards
• Collaborates with AMs in identifying opportunities, growth and issues through ongoing Strategic Account Planning, Executive Engagement, and Account Reviews with the primary goal of increasing Customer retention

• Demonstrated experience and success in managing client relationships either on a primary or secondary basis, with a minimum of 5 years of experience in a customer ownership role (ie: Account Management, Customer Success, Sales role)
• Provide inspirational leadership to team members and organizational peers, focusing on the “we” not “I”
• Ability to motivate and challenge an account management team
• Driven and passionate about leading, mentoring and developing teams
• Exceptional listening and interpersonal skills with a high degree of approachability
• Success as a relationship builder and collaborator with amazing verbal and written communication skills
• Proficiency in the use of Account Management related software and tools, including Salesforce, Slack, Domo, Google Suite
• Ability to travel (10%+) to meet clients in order to support Quarterly Business Reviews and on site efforts to ensure client adoption and use of Fastly platform
• Proven analytical and problem solving skills
• Must possess the ability to work seamlessly in a team oriented environment
• Collaborative and results-oriented in a way that drives change and results across multiple departments with the customer experience always in mind
• Demonstrated expertise in retention strategies, techniques, processes and measurements preferred

• BS/BA degree desired; or equivalent combination of education and experience
• Previous leadership experience preferred or the ability to demonstrate experience in additional criteria including:
• Handling complex accounts, initiating strategic growth plans
• Coaching and mentoring new hires
• Leading team initiatives (and owning communication/training to team)
• Providing feedback
• Presenting at internal and external operational business meetings
• A good understanding of the CDN space preferred. Tech savvy, and the ability “talk the talk” about web-based technologies

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives . Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
• We love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is in our DNA.
• We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits like up to 20 weeks of paid parental leave, options for free medical/dental/vision plans, and an open vacation program that enables our folks to take the time they need to recharge (some benefits may vary by location).
• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
• We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment.

Employment decisions at Fastly are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Fastly encourages applicants from all backgrounds.

* Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Fastly. Please inform us if you need assistance completing any forms or to otherwise participate in the application process.

Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy . Please see our privacy notice for job applicants .

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