Customer Advocate

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.

We're building a more trustworthy Internet. Come join us.

Customer Advocate

The Customer Advocate will be an integration between Marketing, Sales and Support to create and support a network of Fastly customer advocates. This position will create a network of customer advocates who support the Fastly brand and will talk about it to their peers and a broader audience. You will be responsible for being Fastly’s coordination point for customer relationships, working with internal and external stakeholders to balance multiple requests. Success in this role requires collaboration, strong business acumen, and crisp communication.

What You'll Do

• Partner with Marketing and Sales to identify and elevate customer stories
• Own streamlining communication between internal stakeholders (marketing, product, product marketing, support, customer experience, investor relations) out to our customer base through alignment on requests, prioritization and timelines
• Drive operational approach while executing cross-functional programs
• Create or support opportunities for customer peer engagement, including roundtables and webinars
• Through customer interaction and partnership with the Account Management team, identify trends for common topics. Coordinate with marketing and other Customer Ops personnel to provide the customer voice into campaigns and initiatives
• Create an internal channel and process for consistently sharing customer feedback throughout the company
• Administration tasks as assigned by Account Management leadership
• Work Hours:
  • Salaried Position / General Working Hours: This position will require you to be available during core business hours.

What We're Looking For

Basic Qualifications:

• Experience communicating with customers in a business to business environment
• A bachelor's degree in Business or a related discipline
• A minimum of 2 years experience working in a customer facing role
• Ability to identify process gaps, suggest process improvements
• Ability to independently own and drive projects
• Ability to align key internal resources, creating a collaborative and efficient experience across various business units
• A superlative command of written language, brilliant communication skills, high standards for excellence, patience, positivity, drive, holistic thinking, and hands-on creativity
• A passion for streamlining information in an organized and articulate way
• Demonstrated ability to manage competing deadlines and priorities
• Excellent project management skills; proven ability to execute successful projects with minimal guidance in a fast-paced entrepreneurial environment.

Salary

The estimated salary range for this position is $66,060 to $97,150.

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.

COVID Travel Policy 

Fastly is committed to safeguarding the health and well-being of our employees. Therefore, new hires may be required to be fully vaccinated against COVID-19 if the role requires business-related travel, in-person meetings, attending large events and working in an office loc