Job Description
<div class="content-intro"><p>Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.</p>
<p>We're building a more trustworthy Internet. Come join us.</p></div><p>Fastly is passionate about helping our customers succeed. We want you if you are a good communicator who enjoys creating relationships and solving problems. <br><br>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 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. <br><br><strong>RESPONSIBILITIES</strong></p>
<ul>
<li>Own overall relationship with identified clients - be their go-to person at Fastly</li>
<li>Provides quality customer interactions with consistency</li>
<li>Delight customers by demonstrating responsiveness and ensuring timely responses</li>
<li>Identify and act upon opportunities for customer growth ( Find an opportunity to up-sell and cross-sell)</li>
<li>Consultative approach - 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. Able to synthesize customer asks to business impact and creative solutions</li>
<li>Forward thinking strategy - Build and maintain detailed customized account plans to drive strategic focus. Bring proactive approaches to current and forecasted challenges. </li>
<li>Successful, established track record of increased revenue experience with customer senior leadership and C-level executives</li>
<li>Partner with Sales and Client Services to drive scalable retention initiatives across modules of accounts, extending into a larger vertical focus</li>
<li>Internal influence - Collaborate with the product, marketing and sales teams to provide feedback for ongoing customer support, becoming known internally as a go-to resource. Able to advocate for customer asks while illustrating an awareness of internal priorities. </li>
<li>Team ownership - Own and drive team-focused projects, Act as a mentor to new hires</li>
<li>Broad thinking - Able to consistently distill and share knowledge of industry, company, trends, and solutions</li>
<li>Ability to work individually and collaboratively as part of a team</li>
<li>Prior experience working for a US or Internationally-headquartered company</li>
<li>Native Japanese-speaking and writing skills, and business-level English-speaking and writing skills</li>
<li>Can commute to Fastly office in Shimbashi Tokyo 2 or 3 times per week as needed<br><br></li>
</ul>
<p><strong>REQUIREMENTS</strong></p>
<ul>
<li>Bachelors degree or equivalent in a related field of study with 4+ years of proven track record in customer communication</li>
<li>At least 4 years of customer management experience in a technology firm</li>
<li>Strong project management skills, high detail orientation and exceptional organization skills: Comfortable developing and implementing multi-step plans. Can find answers quickly and provide thorough information</li>
<li>Thrives in a multi-tasking environment, with an ability to adjust priorities: Able t ... (truncated, view full listing at source)