Manager, 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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Manager, Account Management

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.

Responsibilities

• 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: Media 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.
• Assists Media 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.

Qualifications

• BS/BA degree desired; or equivalent combination of education and experience.
• Demonstrated experience and success in managing client relationships (media experience preferred) 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)
• 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
• 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.
• A good understanding of the Media and/or CDN space preferred. Tech savvy, and the ability “talk the talk” about web-based technologies.
• Proficiency in the use of Account Management related software and tools, including Salesforce, Slack, Looker, Google Suite.
• Ability to travel (10%+) to meet clients in o