Key Account Manager

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 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