Customer Incident Response Senior Manager in San Francisco, CA

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Enterprise Technology   •  

5 - 7 years

Posted 6 weeks ago


To date, Fastly benefits from an unparalleled level of customer love, appreciation and respect. This goodwill has been an engine for Fastly's exceptional growth. Moreover, this goodwill developed as a result of intentional efforts across the company, from sales, to engineering, to marketing, support, legal, and more.

As we continue to grow and develop specialized teams across the business, this cross-functional momentum to drive customer trust and success is at risk of slipping in quality without dedicated stewardship as the company reaches unprecedented economies of scale.

Fastly's most impactful steps in building strong customer relationships begin at the crossroads of critical incidents including outages, high-impact service degradations, traffic disruptions, and other interruptions of normal service. How we interact with customers during and after these incidents has the opportunity to set in motion a partnership that can last decades, or destroy our reputation in a matter of days. The Customer Incident Response Senior Manager will design and operate systems for protecting revenue that addresses each of these crossroad incidents, help customers and internal stakeholders successfully navigate the chaos they induce, and restore relationships to a better-than-before state. These systems will support their greater strategic approach to revenue protection and customer service throughout the business. This work will strengthen the brand, drive renewals, increase customer commitments, and further grow Fastly's strategic moat of customer love.

What You'll Do

  • Build the critical customer incident response strategy to protect the revenue of Fastly's Enterprise accounts
  • Primary contact for executive representation at customer-facing meetings to rebuild trust in response to sev1 incidents
  • Design and drive repeatable, scalable systems to deliver medium, long term, and permanent incident mitigation proposals across the entire business
  • Build and execute the ideal company-wide strategy for customer and Client Service communications during significant incidents
  • Lead strategic triage sessions: architect, direct, and implement the end to end client-facing processes to advocate for appropriate resolutions to customer-impacting incidents
  • Lead efforts with Client Service and Sales stakeholders to represent the voice of the customer to engineering teams
  • Drives cross-functional accountability during significant incidents to advocate for customer resolution
  • Lead general-purpose work to retain strategic customers, restore customer trust, and resolve exceptional customer-facing issues on an as-needed basis
  • Long-term incident mitigation: Design, propose, and advocate for business insertions to address long term mitigation strategies in response to critical incidents
  • Drive cross-functional plans to restore relationships and customer trust following significant incidents
  • Represent the voice of the customer in cross-functional executive meetings to ensure alignment to mitigation strategies
  • Collate and distill on-the-ground customer feedback across the revenue organization, working in partnership with product and engineering to stay ahead of potential incidents before they arise

What We're Looking For

  • Minimum of 5+ years experience leading customer-facing organizations and or strategies
  • Experience establishing, building and scaling operational plans
  • Enthusiastic and creative leader with the ability to influence and inspire others to action
  • Experience with strategic initiative development and implementation, specifically with operating policies
  • Experience managing programs with varying service objectives and technical solutions
  • Track record of delivering quality customer service over a variety of communication channels
  • Deep knowledge of content delivery networks and key metrics to assess the quality of service and problem conditions
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Ability to travel up to 25% to various customer offices
  • Relevant Bachelor's degree; preference for computer science or related degrees