Key Account Manager

Key Account Manager (Media)

Fastly is passionate about helping our customers succeed. If you are a good communicator who enjoys creating long term and valuable relationships with customers and have a track record of success with customers in the broadcast and OTT space wed love to hear from you!

The Key Account Manager will be part of our growing Account Management team and work with Sales Customer Support Product and other technical teams to provide our customers a seamless and memorable experience. Fastlys customers include many of the worlds most prominent media companies including Sky ITV BBC and DAZN.

You will manage some of our key media customers in the UK and EMEA and will be responsible for creating and managing high impact customer relationships; maintaining account health providing product feedback and providing customer advocacy. 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.

What Youll Do:

• Own the overall relationship for a small group of Fastlys largest and most complex clients

• Develop and execute comprehensive account strategy attaining buy-in and alignment from customers

• Have a deep understanding of account and strategy - Be able to map a complex organization develop and execute against a strategy. Develop strong customer connections with executive stakeholders across multiple business units and levels within a company

• Long term vision - Create thoughtful and creative retention strategies maximizing Fastly value tying all conversations to business impact and incorporating account strategy goals. Create long term quality customer interactions with consistency.

• Lead internal account team strategy ensuring all team members are in-sync on approach current status and actions required

• Delight customers by demonstrating responsiveness and ensuring timely responses

• 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

• Identify qualify and close opportunities for customer growth

• Gain mutual buy-in and agreement - Establish joint success plans based on a deep understanding of goals stakeholders and business impact. Develop and execute strategic plan for renewal understanding the customer stakeholders and review process and creating mutually beneficial solutions

• Collaborate with the product marketing client services and sales teams to provide the voice of the customer internally becoming known as the go-to expert on the customer

What Were Looking For:

• At least 5-8 years of enterprise customer management experience in a technology firm with a focus on retention and growth of streaming broadcast and OTT customers.

• Experience within the CDN or Media streaming

• Someone who 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

• Independent self-disciplined and possessing strong verbal and written communications skills

• Strong project management skills high detail orientation and exceptional organization skills: Comfortable developing and implementing multi-step plans and coordinating the appropriate stakeholders.

• Provides clear communication to develop customer relationships. Able to tailor messaging based on the recipient. Ensures communication is tracked for cross-functional visibility.

• Strong customer service; professional and friendly demeanor: Built-to-serve mentality. Respects customers time and uses meetings to provide value. Does not shy away from hard conversations

• Technical background highly valued: Can discuss technical benefits and understands how a solution fits into the tech ecosystem. Deep dives into customers business and industry in order to best learn how to support them. Willingness to learn new products/features

• Collaborative Partner: Brings ideas to the team for learning. Internal partners enjoy working with him/her. Internal advocacy carries weight

• Excellent English writing and communication skills: Provides clear communication to develop customer relationships. Able to tailor messaging based on the recipient. Ensures communication is tracked for cross-functional visibility.

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 (2 days a week) and open to candidates residing in the following locations: London UK

This position will require travel across the UK EMEA and US as required by your role or requested by your manager.