Manager, Advanced Professional Services

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.

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Manager, Professional Services

Fastly is looking for an exceptional customer-centric leader to manage a team of post-sales technical experts. Fastly’s Professional Services team provides expert-level technical guidance to customers integrating our products into their application stacks. This means we are working with the latest technological innovations, learning about them, and using our experience to determine how best to use them. Our engagement with customers starts with service onboarding, configuration migration, traffic go-live, and training. We also continue to work with customers as they get on board, helping integrate our services with their applications to ensure customers get the most out of Fastly.

As the Manager of Professional Services, this role is responsible for providing effective leadership across the team to ensure successful customer engagement and retention by delivering high-value outcomes on designated cases. Key activities include driving internal alignment to ensure a high-quality customer experience, measuring technical and performance results, assisting with customer scoping and escalations, providing feedback and coaching to develop the team, and creating operational plans to scale team impact. 

What You'll Do:

• Manage a team of highly technical Professional Services Engineers and Architects to ensure overall customer success.

• Develop strategic direction and execute on key objectives for the APAC Professional Services team.

• Build and maintain relationships with key stakeholders in Client Services, Sales, Product, and Engineering.

• Champion customer asks internally, including escalations, risks, new opportunities, product features, and technical requirements for maintaining and growing customer relationships. 

• Maintain and create new team workflows, SLAs, and processes to efficiently handle customer needs. 

• Identify and resolve gaps in tooling and business processes

What We're Looking For: 

• 8 + years Pre-Sales or Post-Sales experience in Sales Engineering, Technical Account Management, Solutions Architect

• 4+ years of relevant experience in people management, leading customer-facing technical teams

• Exceptional communication skills, detail-oriented, and self-motivated leader with strong analytical skills. 

• Broad technical expertise, including cloud and Internet architecture, as well as scripting/software development experience 

• Ability to embrace change while maintaining focus on results, customer experience, and employee satisfaction. 

• Capable and willing to travel for customer meetings as necessary

We’ll be super impressed if you have experience in any of these:

• Hands-on CDN and WAF migration experience

• Web application development experience

• Fluent in English and another language

 

Work Hours: 

• This position will require you to be available during core business hours.

 

Work Location(s) & Travel Requirements: Singapore; Tokyo, JP

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[For office/hybrid role only]

This position has one opening and can be hired in the following preferred office locations:

• Singapore

• Tokyo, Japan

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

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. 

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