Senior Manager of Account Management, Fastly

• Demonstrated experience and success in managing client relationships 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 (minimum 3 years) and 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
• Demonstrated expertise in retention strategies, techniques, processes and measurements preferred
• Driven and passionate about leading, mentoring and developing teams
• Collaborative and results-oriented in a way that drives change and results across multiple departments with the customer experience always in mind

Desirable

• The Senior Manager, Account Management (International) is responsible for providing effective leadership to 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
• 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: Prospect 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 AMs in identifying opportunities, growth and issues through ongoing Strategic Account Planning, Executive Engagement, and Account Reviews with the primary goal of increasing
• This position will require you to be available during core business hours