Manager, Advanced Professional Services

<div class="content-intro"><p>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.</p> <p>We're building a more trustworthy Internet. Come join us.</p></div><p><strong><strong>Manager, Professional Services</strong></strong></p> <p>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.</p> <p>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.&nbsp;</p> <p>&nbsp;</p> <p><strong><strong>What You'll Do:</strong></strong></p> <ul> <li> <p>Manage a team of highly technical Professional Services Engineers and Architects to ensure overall customer success.</p> </li> <li> <p>Develop strategic direction and execute on key objectives for the APAC Professional Services team.</p> </li> <li> <p>Build and maintain relationships with key stakeholders in Client Services, Sales, Product, and Engineering.</p> </li> <li> <p>Champion customer asks internally, including escalations, risks, new opportunities, product features, and technical requirements for maintaining and growing customer relationships.&nbsp;</p> </li> <li> <p>Maintain and create new team workflows, SLAs, and processes to efficiently handle customer needs.&nbsp;</p> </li> <li> <p>Identify and resolve gaps in tooling and business processes</p> </li> </ul> <p>&nbsp;</p> <p><strong>What We're Looking For:&nbsp;</strong></p> <ul> <li> <p>8 + years Pre-Sales or Post-Sales experience in Sales Engineering, Technical Account Management, Solutions Architect</p> </li> <li> <p>4+ years of relevant experience in people management, leading customer-facing technical teams</p> </li> <li> <p>Exceptional communication skills, detail-oriented, and self-motivated leader with strong analytical skills.&nbsp;</p> </li> <li> <p>Broad technical expertise, including cloud and Internet architecture, as well as scripting/software development experience&nbsp;</p> </li> <li> <p>Ability to embrace change while maintaining focus on results, customer experience, and employee satisfaction.&nbsp;</p> </li> <li> <p>Capable and willing to travel for customer meetings as necessary</p> </li> </ul> <p>&nbsp;</p> <p><strong><strong>We’ll be super impressed if you have experience in any of these:</strong></strong></p> <ul> <li> <p>Hands-on CDN and WAF migration experience</p> </li> <li> <p>Web application development experience</p> </li> <li> <p>Fluent in English and another language&nbsp;</p> </li> </ul> <p>&nbsp;</p> <p><strong><strong>Work Hours:</strong>&nbsp;</strong></p> <ul> <li> <p>This position will require you to be available during core business hours.&nbsp;</p> </li> </ul> <p>&nbsp;</p> <p><strong>