Manager of Cloud Engineering

Requirements

• 8 + years Pre‑Sales or Post‑Sales experience in Sales Engineering, Web Development, Customer facing Dev Ops Engineer, Technical Account Management, Solutions Architect
• 2+ years of relevant experience leading people associated with technical management of client relationships
• Demonstrated experience and success in handling client relationships either on a primary or secondary basis
• 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 and customer experience
• Capable and willing to travel for customer meetings as necessary

• Fastly is looking for an exceptional customer‑centric leader to manage a team of Cloud Engineers
• Fastly’s Cloud Engineers are the named technical contact for our largest and most complex customers, providing technical strategy and Fastly insight for mutual alignment
• As Manager, Cloud Engineering, this role is responsible for providing effective leadership across the team to ensure customer growth and retention through ongoing engagement and high value deliverables on designated accounts
• Key activities include driving internal alignment to ensure a high quality customer experience, measuring technical and performance results, assisting with customer meetings and escalations, providing feedback and coaching to develop the team, and creating operational plans to scale team impact
• Lead a team of highly‑technical customer engineers ensuring overall customer success
• Develop strategic direction and execute on key objectives for Customer Solutions Engineering
• Build and maintain relationships with key stakeholders in Client Services, Sales, Product and Engineering
• Champion customer asks internally, including escalations, risks, new opportunities, and technical requirements for maintaining and growing customer relationships
• Maintain and create new team workflows, SLAs, and processes to efficiently handle customer needs
• This position will require you to be available during core business hours