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Head of Customer Performance Operations and Strategy

2 months ago

San Francisco, California, United States Fastly Full time
About the Role

Fastly is seeking a highly skilled and experienced professional to fill the role of Head of Customer Performance Operations and Strategy. This individual will be responsible for leading a cross-functional team to drive revenue growth and retention for Fastly's top customers.

Key Responsibilities
  • 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.
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.