Key Account Manager, Fastly

• 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
• Strong project management skills, high detail orientation and exceptional organization skills: Comfortable developing and implementing multi-step plans 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 the 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 and renewal negotiations

Desirable

• 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 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
• Partners with Sales to focus on overall relationship with a 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, account renewals, 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
• Consistently share knowledge of industry, company, trends, and solutions
• Key Account Manager could be paged in the event their customer submits an emergency ticket to help coordinate response internally