Director, Account Management

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 include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

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The Director, Account Management - International is responsible for providing strategic and effective leadership to the Account Management team across EMEA and APAC, to ensure optimal customer growth and retention through positive and proactive engagement of Fastly’s client base.

Overseeing a team of Account Managers who work directly with Fastly’s customers, this person is responsible for driving high value activities across the entire customer life cycle including onboarding, implementation and execution.

Key activities include development of organization strategy, management and development of internal and external executive relationships, creation and management of metrics, and the development and management of key data systems for data integrity, Account Management performance results and customer churn risk. You’ll also support the team through complex renewals, cross-sell and upsell opportunities.

Key Responsibilities will include:

• Support Global account teams which are located in UK, Germany, Spain, Sweden Australia, Japan and Australia.
• Responsible for existing customer revenue growth and retention.
• Establish and maintain a client-centric focus within the organization, through exceptional customer relationships, emotional intelligence, and data in order to effectively mitigate potential risks and maximize corporate retention rates.
• Develop initiatives, programs and standards for AM and related Client Services teams and ensure alignment between organizations, not limited to Account Reviews and Account Planning.
• Organize, lead and present on AM-focused cross functional projects that are of strategic interest to the company.
• Establish multi-year strategy for Account Management organization, including building relevant teaming structures within Client Services that are in alignment with Sales to best support customer coverage.
• Continuously evaluate, improve and communicate process, policy and metrics metrics relevant to measuring customer health and Account Management performance.
• Establish internal cross-functional processes to align Account Management team to improve visibility, provide and receive feedback and continually increase relevant impact.
• Establish executive level relationships with strategic accounts as well as internally to represent the Account Management function.
• Maintain working collaborative relationships with key management and staff in lateral departments including but not limited to: Sales, Sales Engineering, Customer Support, Professional Services, Marketing, Product and Finance.
• Create a high performance team environment through continual learning, feedback and focus on results.
• Drives and measures team’s effectiveness at proactively identifying customer risk, identifying opportunities for customer growth, and properly escalating issues.
• Hire, motivate, mentor, retain and promote exceptional Account Management individual contributors and management talent.
• Develops career path structure for those interested in joining Account Management as well as for promoting existing Account Managers.

Qualifications & Experience we are looking for:

• Proven, in-depth experience of motivating and challenging an existing successful Globally dispersed account management team
• A good understanding of, and experience within the CDN, EdgeCloud,and/or Security space. Must be Tech savvy, and the ability “talk the talk” about web-based technologies
• Prior Experience working in a Sales position, with strong commercial experience
• Experience managing people associated with management of commercial client relationships and Sales preferred
• Ability to motivate and challenge an account management team.
• Demonstrated experience and success in managing client relationships either on a primary or secondary basis.
• Success as a relationship builder and collaborator with amazing verbal and written communication skills.
• Proficiency in the use of related software and computer tools.
• 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.
• Exceptional listening and interpersonal skills with a high degree of approachability.
• Driven and passionate about leading, mentoring and developing teams.
• 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.

Work Hours: This position will require you to be available during core business hours.

Work Location(s) & Travel Requirements:

This position is open to the following preferred office locations only:

• London, United Kingdom (Hybrid - 2 days a week)

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

Benefits:

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 that start on the first day of your employment with Fastly. Curious about our offerings?

We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do have a tremendous user base, but we also support a growing number of. 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. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand.

• 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.