Manager, Technical Account Management

Summary

Join Fastly as a Manager, Security Technical Account Management and lead a team of customer engineers, developing strategic direction and executing key objectives for Security Technical Account Managers and Security Solutions Engineers. You will drive achievement of key performance indicators, implement scalable processes, and champion customer needs internally. This role requires direct people management experience, senior-level experience in a relevant field, and demonstrated success in implementing customer success and team management metrics. The position offers a hybrid or remote work location with a preference for hybrid near a local office (Denver, CO; San Francisco, CA; New York City, NY) and includes a competitive salary and benefits package. Fastly is committed to ensuring equal employment opportunity and providing a safe and welcoming work environment.

Requirements

• Direct people management experience, leading and developing high-performing technical teams
• Senior-level experience in Solutions Engineering, Professional Services, or Technical Account Management
• Demonstrated success implementing customer success and team management metrics to drive customer and team experiences
• Exceptional communication skills, detail-oriented, and self-motivated leader with strong analytical skills
• Broad technical expertise including cloud and security architecture, as well as scripting/software development experience
• Strong interpersonal communication skills, executive presence, and a comfortability leading the room on technical conversations

Responsibilities

• Lead and mentor a team of security focused customer engineers
• Develop strategic direction and execute on key objectives for Security Technical Account Managers and Security Solutions Engineers
• Own and drive achievement of key performance indicators related to team performance, utilization, customer health, and retention
• Maintain and implement scalable processes aimed at enhancing operational efficiency, including team workflows, SLAs, and escalation processes
• Champion customer asks internally, including escalations, risks, new opportunities, and technical requirements for maintaining and growing customer relationships
• Find opportunities to further team impact through automation and implementation of tooling

Benefits

• 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
• 401(k) (including company match) and an Employee Stock Purchase Program
• For 2025, we offer 11 paid local holidays, 11 paid company wellness days