Enterprise Account Manager

Summary

Join Fastly's growing Account Management team as an Enterprise Account Manager, responsible for building and maintaining strong relationships with key clients. You will develop and execute account strategies, ensuring customer success and satisfaction. This role requires collaboration with internal teams (Sales, Customer Support, Product, and technical teams) and strong communication skills. You will proactively identify growth opportunities and act as a customer advocate within Fastly. Success in this role directly impacts the value provided to our customers. The position offers a hybrid or remote work option, primarily in Texas, with potential travel.

Requirements

• Bachelors degree or equivalent in related field of study
• 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

Responsibilities

• 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
• Establish joint success plans based on a deep understanding of goals, stakeholders, and business impact
• Develop and execute Quarterly Business Reviews within the assigned client base
• 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
• Enterprise Account Manager could be paged in the event their customer submits an emergency ticket to help coordinate response internally

Preferred Qualifications

• Strong negotiation and problem-solving skill to address client challenges and identify mutually beneficial solutions
• Collaborative Partner: Brings ideas to the team for learning. Internal partners enjoy working with him/her. Internal advocacy carries weight
• Technical background highly valued: Can discuss technical benefits and understands how a solution fits into the tech ecosystem. Deep dives into customer’s business and industry in order to best learn how to support them. Willingness to learn new products/features

Benefits

• 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), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees
• We also offer 401(k) (including company match) and an Employee Stock Purchase Program
• For 2024, we offer 10 paid local holidays, 11 paid company wellness days