Key Account Manager

Fastly is passionate about helping our customers succeed. If you are a good communicator who enjoys creating relationships and solving problems, we want you. 

The Key Account Manager will be part of our growing Account Management team and work with Sales, Customer Support, Product and technical teams to provide our large media customers a seamless experience. You will be responsible for creating and managing high impact customer relationships, maintaining account health, providing product feedback and being a customer advocate. In this role, you will work with internal and external stakeholders and will need to balance multiple requests. Success in this role directly ties to the value we provide our customers. 

What You'll Do

• Own overall relationship with a small 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, 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
• Gain mutual buy-in and agreement -Establish joint success plans based on a deep understanding of goals, stakeholders, and business impact. Develop and execute strategic plan for renewal, understanding the customer stakeholders and review process, and creating mutually beneficial solutions
• 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

What We're Looking For

• Bachelors degree or equivalent in related field of study with 8+ years of proven track record in customer communication
• At least 5 years of enterprise customer management experience in a technology firm with a focus on media customers
• Strong project management skills, high detail orientation and exceptional organization skills: Comfortable developing and implementing multi-step plan 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 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.
• 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.
• Collaborative Partner: Brings ideas to the team for learning. Internal partners enjoy working with him/her. Internal advocacy carries weight.

The estimated pay range for this position is $139,000 to $185,400. Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location. This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

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 including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), company paid holidays, paid time off and paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program.

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 reserves the right to amend or modify for any reasons in accordance with applicable law.