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 progr