Fastly
RegionalClientServicesManager
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“Regional Client Services Manager at Fastly. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, CDN, Edge computing, influencing without direct authority, driving a culture of accountability, aligning diverse, cross-functional teams. Provide comprehensive day-to-day oversight and professional support to India-based client services personnel. Cultivate a high-energy, high-productivity environment”
What You'll Achieve.
Achievement of critical performance indicators, including client satisfaction (CSAT), rigorous SLA adherence, account retention, and the technical support of revenue-generating initiatives; Emerging risks to service delivery are addressed before they impact client experience or regional reputation; India-based operations are consistent with global service delivery standards; High levels of team engagement; Precise achievement of strategic business outcomes; Deliver a truly world-class client experience; Total operational consistency; Improved operational scalability and service quality; Constant state of readiness and technical proficiency; Nurtured, challenged, and retained talent; Tangible achievement of regional KPIs and consistent adherence to established service levels; Measurable improvements in team engagement scores and successful retention of talent in India; Consistently positive feedback from global management partners regarding regional transparency; Documented reduction in the frequency of escalations and operational inefficiencies; Improved accuracy in technical customer communications and escalation handling under regional guidance
Industry & Context.
Sophisticated problem-solving skills; translate complex data sets into actionable operational improvements and strategic regional decisions; Proactive Risk Mitigation; swift, decisive resolution
Available 2pm - 11pm IST, On-site role (5 days a week), Open to candidates residing in Pune, May require travel as required by role or requested by manager
What They're Looking For.
Must Have
5–8+ years of progressive experience in client services, business operations, or customer success, Prior experience thriving within a global or matrixed organization, Proven track record of successfully driving initiatives and behavioral changes through influence and relationship-building, Sophisticated problem-solving skills with the ability to translate complex data sets into actionable operational improvements and strategic regional decisions, Exceptional communication skills and the "executive presence" required to manage stakeholders across multiple time zones and seniority levels, Deep familiarity with the nuances of managing or supporting high-performing professional teams within the Indian market, Robust conceptual understanding of edge cloud architecture, CDN dynamics, and sophisticated web security paradigms, Mastery of CDN fundamentals, WAF, DDoS mitigation, and bot management
Nice to Have
Professional history within the edge cloud platforms sector, Advanced professional-grade proficiency in Japanese or Spanish, in addition to English
What You'll Do.
Provide comprehensive day-to-day oversight and professional support to India-based client services personnel
Cultivate a high-energy
high-productivity environment aligned with global company values
Identify potential performance variances or operational gaps and collaborate with direct managers to implement remedial strategies
Drive the achievement of critical performance indicators (client satisfaction
Monitor performance metrics to identify emerging risks to service delivery and take preemptive measures
Ensure the India team maintains fidelity to global client services standards
Establish and maintain robust partnerships with global and regional managers
Serve as the senior-most regional point of escalation for client-facing and internal operational challenges
Facilitate seamless communication between India-based team members and global leadership
Assess technical escalations
provide directional guidance
and mobilize internal resources
and reinforce quality standards
Spearhead regional projects aimed at improving operational scalability and service quality
Provide support for onboarding new hires and continuous professional training
and psychologically safe environment
Invest time in the professional maturation of team members through coaching and mentoring
Support long-term career aspirations and development plans of local team members
How You'll Work.
Team & Collaboration
Partner with global and regional management tiers; Collaborate transparently with direct managers to implement effective remedial strategies; Establish and maintain robust, transparent partnerships with global and regional managers; Ensure priorities are synchronized and management of shared resources is cohesive; Facilitate seamless, bidirectional communication loops between India-based team members and the global leadership suite; Align cross-functional teams and drive outcomes through relationship-building; Navigate global time zones and cultural nuances with high fidelity; Hold credible conversations with analysts
Communication Scope
Exceptional communication skills; executive presence; Facilitate seamless, bidirectional communication loops; Cross-Cultural Communication; Communicate technical situations to customers and leadership
Process & Methodology
Spearhead regional projects aimed at improving operational scalability and service quality
Full Job Description
Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue. We're building a more trustworthy Internet. Come join us. Regional Client Services Manager - CDN (India) Role Summary We are seeking a high-caliber, results-oriented Regional Client Services Manager to serve as the cornerstone of our operational oversight and local leadership for our client services team members based in India. This position is situated within a sophisticated, matrixed organizational structure, requiring a leader who can masterfully partner with both global and regional management tiers to drive excellence. Due to the nature of this role we're looking for someone with an in-depth understanding of Content Delivery Network (CDN) and Edge computing. Your mission is to ensure that our India-based operations are not only consistent with global service delivery standards but are also characterized by high levels of team engagement and the precise achievement of strategic business outcomes. The successful candidate will be a specialist in the art of influencing without direct authority—driving a culture of accountability and aligning diverse, cross-functional teams to deliver a truly world-class client experience. Key Responsibilities 1. Regional Stewardship & On-the-Ground Leadership Local Guidance & Advocacy: Provide comprehensive day-to-day oversight and professional support to our India-based client services personnel. While these team members may report directly to managers in other regions,
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