Senior Enterprise 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 Senior Account Manager will be part of our growing Account Management team and work with Sales, Customer Support, Product and technical teams to provide our customers a seamless experience. You will be responsible for creating and managing 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 identified clients - be their go-to person at Fastly
• Provides quality customer interactions with consistency
• Delight customers by demonstrating responsiveness and ensuring timely responses
• Identify and act upon opportunities for customer growth
• Consultative approach - 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. Able to synthesize customer asks to business impact and creative solutions
• Forward thinking strategy - Build and maintain detailed customized account plans to drive strategic focus. Bring proactive approaches to current and forecasted challenges.
• Partner with Sales and Client Services to drive scalable retention initiatives across module of accounts, extending into a larger vertical focus
• Internal influence - Collaborate with the product, marketing and sales teams to provide feedback for ongoing customer support, becoming known internally as a go-to resource. Able to advocate for customer asks while illustrating an awareness of internal priorities.
• Team ownership - Own and drive team focused projects, Act as a mentor to new hires
• Broad thinking - Able to consistently distill and share knowledge of industry, company, trends, and solutions

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

What We're Looking For

Basic Qualifications:

• Bachelors degree or equivalent in related field of study with 4+ years of proven track record in customer communication
• At least 2 years of customer management experience in a technology firm
• Strong project management skills, high detail orientation and exceptional organization skills: Comfortable developing and implementing multi-step plan. 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 in SFDC.
• 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 CDN benefits and understands how it fits into tech ecosystem. Willingness to learn new products/features.
• Collaborative Partner: Brings ideas (what has worked, or not) to the team for learning. Internal partners enjoy working with him/her.

Work Location(s) & Travel Requirements 

This position is a remote role and open to candidates residing in the following locations: US Central Remote or US Mountain Remote.

This position may require travel as required by your role or requested by your manager.

Salary

The estimated salary range for this position is $117,780 to $171,190.

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.