Manager of Professional Services (Streaming Media)

• Fastly is looking for an exceptional customer-centric leader to manage a team of Cloud Engineers
• Fastly’s Cloud Engineers are the named technical contact for our largest and most complex customers, providing technical strategy and Fastly insight for mutual alignment
• As Manager, Customer Solutions Engineering, this role is responsible for providing effective leadership across the team to ensure customer growth and retention through ongoing engagement and high value deliverables on designated accounts
• Key activities include driving internal alignment to ensure a high quality customer experience, measuring technical and performance results, assisting with customer meetings and escalations, providing feedback and coaching to develop the team, and creating operational plans to scale team impact
• Lead a team of highly-technical customer engineers ensuring overall customer success
• Develop strategic direction and execute on key objectives for Customer Solutions Engineering
• Build and maintain relationships with key stakeholders in Client Services, Sales, Product and Engineering
• Champion customer asks internally, including escalations, risks, new opportunities, and technical requirements for maintaining and growing customer relationships
• Maintain and create new team workflows, SLAs, and processes to efficiently handle customer needs
• This position will require you to be available during core business hours

Benefits

• Parental support and beyond: We support our families by offering generous time off for parental leave. And beyond that, we work hard to build a culture that allows for all employees to have the life outside work that they desire year round.
• Health and wellness:
  Your well-being matters here. Our health plans offer a variety of options, including full medical, dental, and vision coverage, short- and long-term disability insurance, mental health resources, and more.
• Invest in your future:
  We offer 401(k)/retirement plans, employee stock purchasing plans (ESPP), and reimbursements for learning and development programs — so we can support your ongoing growth and success.
• Keep learning and growing: Helping people go further means nurturing their talent. Through annual reimbursements for employee learning activities, regular hangouts and advice from our Senior Staff, talks from industry leaders, and cultural events — we offer tons of opportunities for people to learn. And we’re always looking to grow as a company, too: we collect employee engagement and experience data annually and leverage our Employee Experience Champion Network to understand employee feedback, so we can keep improving.

• Ability to embrace change while maintaining focus on results and customer experience
• Capable and willing to travel for customer meetings as necessary
• Demonstrated experience and success in handling client relationships either on a primary or secondary basis
• Broad technical expertise including cloud and internet architecture, as well as scripting/software development experience
• 8 + years Pre-Sales or Post-Sales experience in Sales Engineering, Web Development, Customer facing DevOps Engineer, Technical Account Management, Solutions Architect
• 2+ years of relevant experience leading people associated with technical management of client relationships
• Exceptional communication skills, detail-oriented, and self-motivated leader with strong analytical skills
• We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!

• If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying