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 Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

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, we’d 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. Fastly’s customers include many of the world’s 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 You'll Do:

• Own the overall relationship for a small group of Fastly’s 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 We're 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 customer's 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 customer’s 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.

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 love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office! It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand. 

• 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.

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.