Head of Customer Performance Operations

June 4

Apply Now

Receive Emails with Similar Jobs

Fastly

WebsiteLinkedInAll Job Openings

Fastly’s edge cloud platform enables the best of the web to thrive, and helps you deliver better online experiences.

CDN • Web Performance • Video and Streaming • Cloud Security • Load Balancing

501 - 1000

💰 $40M Series F on 2018-07

Description

• Drive the Performance Center War Room (PCWR) initiative with senior leadership, from program definition through to day-to-day operations • Generate results for the business in terms of revenue growth and retention for top 20 customers • Create a feedback loop between PCWR operations and related work in other areas of the business (Product, Pricing and Packaging, etc) to drive improvements that create better outcomes for our customers • Collaborate with various stakeholders across Engineering, Revenue, and Business Systems to define, build, and track metrics, tools and processes that drive actions for the program • Develop and lead effort to proactively find and resolve performance issues affecting Fastly’s customers, finding issues before our customers do • Collaborate with Finance and Infrastructure to understand traffic forecasts for the top customers, and investigate unique pricing strategies, using this data to drive outcomes in the PCWR • In partnership with Revenue and the CTO, identify additional opportunities in customer accounts to drive growth, working directly with customers where relevant • Identify areas where processes can be streamlined, automated, or improved; collaborate with relevant teams to implement changes that improve the customer experience or allow internal teams to move faster • Represent the Chief Technology Officer in internal meetings, attending engineering summits and other forums as a proxy when it makes sense and there is an expertise fit • Act as a strategic advisor to various engineering/infrastructure teams and projects as a subject matter expert. This will involve being part of various projects, task forces, and team meetings whenever it makes sense • Advocate for the customer internally; provide insight into prospect, customer and partner requirements to Product and Engineering teams • Get involved with product requirements and development in new and emerging products and product areas when it makes sense and there is an expertise fit

Requirements

• 15+ years of experience operating highly available distributed systems and supporting mission critical infrastructure; direct experience in CDN or Web Application and API Security companies a plus • Experience working cross-functionally in a matrix environment; strong influencing skills and ability to get things done with teams that don’t report directly to you • Strong communication and executive presentation skills; experience working with senior management, both at Fastly and customers/partners • Process and detail oriented with a focus on results and outcome, not just process adherence • Ability to operate with ambiguity; can remain calm under pressure • Strong customer empathy

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program • Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees • 401(k) (including company match) and an Employee Stock Purchase Program • 10 paid local holidays, 11 paid company wellness days