Manager, Account Management
Fastly
- Denver, CO
- Permanent
- Full-time
- 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: Media 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 Media AMs in identifying opportunities, growth and issues through ongoing Strategic Account Planning, Executive Engagement, and Account Reviews with the primary goal of increasing Customer retention.
- BS/BA degree desired; or equivalent combination of education and experience.
- Demonstrated experience and success in managing client relationships (media experience preferred) 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 preferred or 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.
- Driven and passionate about leading, mentoring and developing teams.
- Exceptional listening and interpersonal skills with a high degree of approachability
- Success as a relationship builder and collaborator with amazing verbal and written communication skills.
- A good understanding of the Media and/or CDN space preferred. Tech savvy, and the ability “talk the talk” about web-based technologies.
- Proficiency in the use of Account Management related software and tools, including Salesforce, Slack, Looker, Google Suite.
- Ability to travel (10%+) to meet clients in order to support Quarterly Business Reviews and on site efforts to ensure client adoption and use of Fastly platform.
- Proven analytical and problem solving skills.
- Must possess the ability to work seamlessly in a team oriented environment.
- Collaborative and results-oriented in a way that drives change and results across multiple departments with the customer experience always in mind.
- Demonstrated expertise in retention strategies, techniques, processes and measurements preferred.
- Denver, CO
- San Francisco, CA
- New York, NY