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Director, Account Management (International)

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  • Full Time
  • London

Fastly

The Director, Account Management – International is responsible for providing strategic and effective leadership to the Account Management team across EMEA and APAC, to ensure optimal customer growth and retention through positive and proactive engagement of Fastly’s client base.

Overseeing a team of Account Managers who work directly with Fastly’s customers, this person is responsible for driving high value activities across the entire customer life cycle including onboarding, implementation and execution.

Key activities include development of organization strategy, management and development of internal and external executive relationships, creation and management of metrics, and the development and management of key data systems for data integrity, Account Management performance results and customer churn risk. You’ll also support the team through complex renewals, cross-sell and upsell opportunities.

Key Responsibilities will include:

Support Global account teams which are located in UK, Germany, Spain, Sweden Australia, Japan and Australia.
Responsible for existing customer revenue growth and retention.
Establish and maintain a client-centric focus within the organization, through exceptional customer relationships, emotional intelligence, and data in order to effectively mitigate potential risks and maximize corporate retention rates.
Develop initiatives, programs and standards for AM and related Client Services teams and ensure alignment between organizations, not limited to Account Reviews and Account Planning.
Organize, lead and present on AM-focused cross functional projects that are of strategic interest to the company.
Establish multi-year strategy for Account Management organization, including building relevant teaming structures within Client Services that are in alignment with Sales to best support customer coverage.
Continuously evaluate, improve and communicate process, policy and metrics metrics relevant to measuring customer health and Account Management performance.
Establish internal cross-functional processes to align Account Management team to improve visibility, provide and receive feedback and continually increase relevant impact.
Establish executive level relationships with strategic accounts as well as internally to represent the Account Management function.
Maintain working collaborative relationships with key management and staff in lateral departments including but not limited to: Sales, Sales Engineering, Customer Support, Professional Services, Marketing, Product and Finance.
Create a high performance team environment through continual learning, feedback and focus on results.
Drives and measures team’s effectiveness at proactively identifying customer risk, identifying opportunities for customer growth, and properly escalating issues.
Hire, motivate, mentor, retain and promote exceptional Account Management individual contributors and management talent.
Develops career path structure for those interested in joining Account Management as well as for promoting existing Account Managers.

Qualifications & Experience we are looking for:

Proven, in-depth experience of motivating and challenging an existing successful Globally dispersed account management team
A good understanding of, and experience within the CDN, EdgeCloud,and/or Security space. Must be Tech savvy, and the ability “talk the talk” about web-based technologies
Prior Experience working in a Sales position, with strong commercial experience
Experience managing people associated with management of commercial client relationships and Sales preferred
Ability to motivate and challenge an account management team.
Demonstrated experience and success in managing client relationships either on a primary or secondary basis.
Success as a relationship builder and collaborator with amazing verbal and written communication skills.
Proficiency in the use of related software and computer tools.
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.
Exceptional listening and interpersonal skills with a high degree of approachability.
Driven and passionate about leading, mentoring and developing teams.
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.