Key Account Manager

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. We're building a more trustworthy Internet. Come join us. Fastly is passionate about helping our customers succeed. We want you if you are a good communicator who enjoys creating relationships and solving problems. 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. RESPONSIBILITIES Own overall relationship with identified clients - be their go-to person at Fastly Provides quality customer interactions with consistency Delight customers by demonstrating responsiveness and ensuring timely responses Identify and act upon opportunities for customer growth ( Find an opportunity to up-sell and cross-sell) 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 Forward thinking strategy - Build and maintain detailed customized account plans to drive strategic focus. Bring proactive approaches to current and forecasted challenges. Successful, established track record of increased revenue experience with customer senior leadership and C-level executives Partner with Sales and Client Services to drive scalable retention initiatives across modules of accounts, extending into a larger vertical focus 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. Team ownership - Own and drive team-focused projects, Act as a mentor to new hires Broad thinking - Able to consistently distill and share knowledge of industry, company, trends, and solutions Ability to work individually and collaboratively as part of a team Prior experience working for a US or Internationally-headquartered company Native Japanese-speaking and writing skills, and business-level English-speaking and writing skills Can commute to Fastly office in Shimbashi Tokyo 2 or 3 times per week as needed REQUIREMENTS Bachelors degree or equivalent in a related field of study with 4+ years of proven track record in customer communication At least 4 years of customer management experience in a technology firm 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 Thrives in a multi-tasking environment, with an ability to adjust priorities: Able to complete customer facing and internal projects on time with high quality Excellent writing and communication skills: Provides clear communication to develop customer relationships. Able to tailor messaging based on the recipient. Ensures communication is tracked in SFDC. Strong customer service; professional and friendly demeanor: Built-to-serve mentality. Respects customers' time and uses meetings to provide value. Do not shy away from hard conversations. Technical background highly valued: Can discuss CDN benefits, WAF (Web Application Firewall), and Cloud and understand how it fits into the tech ecosystem. Willingness to learn new products/features and new technologies. Collaborative Partner: Brings ideas (what has worked or not) to the team for learning. Internal partners enjoy working with him/her. Work Hours: This position will require you to be available during core business hours. Work Location(s) & Travel Requirements This position is a hybrid role, based in our Tokyo office. Applications will only be considered from those based in the Greater Tokyo area This position will require travel within the US and internationally, as required by your role or requested by your manager. Our Benefit Vacation Policy - 20 days of paid time off, in addition to Japanese statutory national holidays. The 20 days are inclusive of statutory vacation days. Maternity, Paternity, & Adoption Leave - Statutory benefits are provided. Fastly will also provide up to 14 weeks of top up pay which is given at the return of statutory leave in the form of a bonus. Top up pay is the difference between your regular pay and any statutory government pay for your leave. Wellness Days/Week - Fastly created Wellness Days and a Wellness Week to remind employees the importance of finding the right balance between work and self care. Fastly designates Wellness Days and Wellness Week as a time for the entire company to take off work. Wellness days vary throughout the year and change annually. And also we have, Insurance Plans (Medical, Group Personal Accident, Group Long Term Disability, DC Pension) Employee Stock Purchase Plan Employee Assistance Program Global Travel Medical Insurance Internet Reimbursement Learning Reimbursement Program...etc Why Fastly? We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand. We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day. We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about. 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! A fully completed application and resume or CV are required when applying. All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address. Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901. Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.