Head of Customer Performance Operations, Fastly
$239.6-332.8k
Edge cloud platform
Open for applications
Edge cloud platform
1001+ employees
Open for applications
$239.6-332.8k
1001+ employees
Company mission
To build a better internet — a safe place where good can thrive.
Role
Who you are
- 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
What the job involves
- Reporting to the Chief Technology Officer, the VP of Customer Performance Operations is responsible for operationalizing a cross-functional team of stakeholders whose purpose is to retain and grow the revenue of Fastly’s top customers
- Partnering closely with leaders from Engineering, Revenue, Infrastructure, Finance, and Strategy and Operations, this role will create a scalable program that ensures Fastly is the vendor that customers find most performant, easiest to work with, and well-aligned to their business
- The scope of this role and coverage of accounts it focuses on will evolve with the needs of the business and maturity of the program
- This is an individual contributor position
- As Customer Performance initiative matures, this role may take on additional responsibilities relevant to the individual’s expertise and priorities of the Office of the Founder
- 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 stakeholders across Engineering, Revenue and Business Systems / Business Intelligence teams to define, build, and track metrics, tools and process 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 account 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 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
- When it makes sense and there is an expertise fit, get involved with product requirements and development in new and emerging products and product areas
- This position will require you to be available during core business hours
Our take
Internet users around the world have come to expect personalized, real-time digital experiences, but delivering these quickly and securely, while maintaining quality, can be a difficult task for businesses.
Fastly enables the companies to deliver fast, secure, and scalable online experiences. Its edge cloud platform moves data and applications closer to end-users — improving the user experience, putting the power back in developers’ hands, and enabling clients to focus on growing their businesses.
The company has helped several high-profile businesses, including Reddit, Pinterest, Stripe, Epic Games, and more. Its offering is well-regarded in the space, demonstrated by it being named a 2022 Gartner® Peer Insights™ Customers’ Choice for Global CDN, as well as a Leader in The Forrester Wave™: Edge Development Platforms, Q4 2023 report.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
Jan 2019
$40m
SERIES F
Jul 2018
$40m
SERIES F
Total funding: $259m
Company benefits
- Competitive PTO Policies
- Remote or Hybrid Work
- Generous time off for parental leave
- Full medical, dental, and vision coverage
- Short- and long-term disability insurance
- Mental health resources
- 401(k)/retirement plans
- Employee stock purchasing plans (ESPP)
- Reimbursements for learning and development programs
Company values
- We have a curious spirit
- We focus on our customer
- We are trustworthy
- We act with passion
- We operate with integrity
- We are competitive
- We embrace transparency
- We are good people
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
Artur Bergman
(Chief Architect and Executive Chairperson)Served as the company's CEO until changing roles in 2020. Previously served as CTO at Wikia, and was a Board Member at OpenID Foundation
People progressing
Joined as Sales Engineer (Media and Entertainment). Was promoted to Senior Sales Engineer (EMEA) after 2 years, then promoted again to Senior Principal Sales Engineer.
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