Enterprise Account Manager

Overview

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 Git Hub, Yelp, Paramount, and Jet Blue. We’re building a more trustworthy Internet. Come join us.

ENTERPRISE ACCOUNT MANAGER

• Partners with Sales to focus on overall relationship with a group of Fastly’s largest and most complex clients
• Develop and execute comprehensive account strategy, attaining buy-in and alignment from customer
• Deep understanding of account and strategy - Able to map a complex organization, develop and execute against a strategy. Develop strong customer connections with executive stakeholders across multiple business units and levels within a company
• Long term vision - Create thoughtful and creative retention strategies, maximizing Fastly value, tying all conversations to business impact, and incorporating account strategy goals. Create long term, quality customer interactions with consistency
• Lead internal account team strategy, ensuring all team members are in-sync on approach, current status, account renewals, and actions required
• Delight customers by demonstrating responsiveness and ensuring timely responses
• Proactively engage and influence internal and external partners, providing expertise and suggesting new ideas. Utilize consultative discussions to uncover customer pain points and understand how Fastly can address them
• Identify, qualify and close opportunities for customer growth
• Establish joint success plans based on a deep understanding of goals, stakeholders, and business impact.
• Develop and execute Quarterly Business Reviews within the assigned client base.
• Collaborate with the product, marketing, client services and sales teams to provide the voice of the customer internally, becoming known as the go-to expert on the customer
• Consistently share knowledge of industry, company, trends, and solutions
• Enterprise Account Manager could be paged in the event their customer submits an emergency ticket to help coordinate response internally

• Bachelor's degree or equivalent in related field of study
• At least 5 years of enterprise customer management experience in a technology firm
• Strong project management skills, high detail orientation and exceptional organization skills:
  Comfortable developing and implementing multi-step plans and coordinating the appropriate parties. Can find answers quickly and provide thorough information
• Thrives in a multi-tasking environment, with an ability to adjust priorities:
  Able to complete customer facing and internal projects on-time with high quality
• Excellent writing and communication skills:
  Provides clear communication to develop customer relationships. Able to tailor messaging based on the recipient. Ensures communication is tracked for cross-functional visibility
• Strong customer service; professional and friendly demeanor:
  Built-to-serve mentality. Respects customer's time and uses meetings to provide value. Does not shy away from hard conversations and renewal negotiations

• Strong negotiation and problem-solving skill to address client challenges and identify mutually beneficial solutions
• Collaborative Partner:
  Brings ideas to the team for learning. Internal partners enjoy working with him/her. Internal advocacy carries weight
• Technical background highly valued:
  Can discuss technical benefits and understands how a solution fits into the tech ecosystem. Deep dives into customer’s business and industry in order to best learn how to support them. Willingness to learn new products/features.

• This position will require you to be available during core business hours.

This position is a remote role and open to candidates residing in the…