Regional Client Services Manager

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, you will serve as their primary local mentor and navigational guide, ensuring they have the resources necessary to excel. Cultural Architecture: Act as the preeminent local leader responsible for cultivating a high-energy, high-productivity environment that is deeply aligned with our global company values and corporate culture. Performance Synergy: Proactively identify potential performance variances or operational gaps within the local team and collaborate transparently with direct managers to implement effective remedial strategies and localized support systems. 2. Performance Optimization & Business Outcomes KPI Achievement & Velocity: Serve as the regional engine driving the achievement of critical performance indicators, including client satisfaction (CSAT), rigorous SLA adherence, account retention, and the technical support of revenue-generating initiatives. Proactive Risk Mitigation: Continuously monitor a suite of performance metrics to identify emerging risks to service delivery. You are expected to take preemptive measures to address these risks before they impact the client experience or regional reputation. Global Standardization: Ensure that the India team maintains absolute fidelity to global client services standards, ensuring that our "One Company" approach is felt by clients regardless of geographic boundaries or time zones. 3. Strategic Stakeholder Collaboration Matrix Alignment: Establish and maintain robust, transparent partnerships with global and regional managers. Your goal is to ensure that priorities are perfectly synchronized and that the management of shared resources is cohesive and friction-free. Regional Escalation Authority: Serve as the senior-most regional point of escalation for both client-facing issues and internal operational challenges, providing swift, decisive resolution and executive-level communication. Communication Architecture: Facilitate seamless, bidirectional communication loops between India-based team members and the global leadership suite, ensuring that local insights inform global strategy and vice-versa. Technical Escalation Authority: Receive and rigorously assess technical escalations originating from the India-based team. You will leverage a sophisticated understanding of complex technical environments—including CDN dynamics, security posture, and service delivery—to evaluate incident severity, provide decisive directional guidance, and mobilize the appropriate internal resources, ensuring a seamless resolution path that eliminates the need for redundant context-sharing. 4. Operational Excellence & Scalability Process Reinforcement: Implement, socialize, and reinforce the highest quality standards, workflows, and best practices across the regional team to ensure total operational consistency. Efficiency Initiatives: Spearhead regional projects aimed at improving operational scalability and service quality, utilizing data-driven insights to streamline complex service motions within the regional workflow. Onboarding & Knowledge Transfer: Provide critical support for the seamless onboarding of new hires and the continuous professional training of the existing team, ensuring a constant state of readiness and technical proficiency. 5. Employee Engagement & Holistic Development High-Performance Culture: Foster a positive, inclusive, and psychologically safe environment that encourages high performance and celebrates diversity of thought and experience. Mentorship & Coaching: Invest time in the professional maturation of team members through regular coaching, mentoring sessions, and the delivery of constructive, informal feedback that supplements their direct management. Career Architecture: In close partnership with direct managers, support the long-term career aspirations and development plans of local team members, ensuring that talent is nurtured, challenged, and retained. Professional Qualifications Core Requirements Tenured Expertise: 5–8+ years of progressive experience in client services, business operations, or customer success, ideally within a high-growth technology environment. Matrix Mastery: Prior experience thriving within a global or matrixed organization is strongly preferred, demonstrating the agility to navigate complex reporting lines and diverse stakeholder interests. Influential Leadership: A proven track record of successfully driving initiatives and behavioral changes through influence and relationship-building rather than direct hierarchical authority. Analytical Rigor: Sophisticated problem-solving skills with the ability to translate complex data sets into actionable operational improvements and strategic regional decisions. Linguistic & Executive Presence: Exceptional communication skills and the "executive presence" required to manage stakeholders across multiple time zones and seniority levels. Regional Expertise: Deep familiarity with the nuances of managing or supporting high-performing professional teams within the Indian market. Technical Literacy & Domain Fluency: Possess a robust conceptual understanding of edge cloud architecture, CDN dynamics, and sophisticated web security paradigms. While hands-on configuration is not required, you must demonstrate the technical acuity necessary to provide high-level leadership—including a mastery of CDN fundamentals, WAF, DDoS mitigation, and bot management—to effectively discern between configuration variances and inherent product limitations. Preferred & Distinguished Assets Domain-Specific Influence: Professional history within the edge cloud platforms sector. We highly value candidates who have navigated the unique technical and commercial challenges inherent in these high-velocity, distributed computing environments. Multilingual Proficiency: Advanced professional-grade proficiency in Japanese or Spanish, in addition to English. This is viewed as a strategic asset for facilitating high-fidelity collaboration across our international matrix and bridging cultural gaps with global stakeholders. Key Competencies Competency Description Influence & Collaboration Ability to align cross-functional teams and drive outcomes through relationship-building. Accountability & Ownership Taking radical ownership of regional results and team performance. Operational Leadership Implementing rigor, workflows, and standards to ensure scalability. Cross-Cultural Communication Navigating global time zones and cultural nuances with high fidelity. Data-Driven Decision Making Using metrics and evidence to inform regional strategy and interventions. Technical Credibility Understands CDN and edge security concepts well enough to evaluate escalations accurately, communicate technical situations to customers and leadership, and hold credible conversations with analysts. Success Measures Metric Indicator of Success Operational Excellence Tangible achievement of regional KPIs and consistent adherence to established service levels. Retention & Morale Measurable improvements in team engagement scores and the successful retention of talent in India. Stakeholder Sentiment Consistently positive feedback from global management partners regarding regional transparency. Resolution Efficiency Documented reduction in the frequency of escalations and operational inefficiencies. Technical Leadership Team demonstrates improved accuracy in technical customer communications and escalation handling under regional guidance. Work Hours: This position will require you to be available 2pm - 11pm IST Work Location(s) & Travel Requirements: This position is a on-site role (5 days a week) and open to candidates residing in the following locations: Pune This position may require travel as required by your role or requested by your manager. Salary: 23-28 LPA + Bonus + Equity Benefits: We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change. Why Fastly? We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand. We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day. We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about. We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying. All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address. Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 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