Job Location : Indiana,PA, USA
Are you passionate about ensuring customer success?
Does solving complex challenges motivate and excite you?
Join our Support Delivery Services Team!
Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand customer needs and deliver impactful results that drive their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers.
Take ownership of prestigious accounts!
You will play a key role in strategic customers' success by maximizing their support and advocacy experience. You'll serve as a trusted advisor, driving service consistency and product adoption through optimized, adaptable account strategy. You'll apply analytical skills to drive strategic efficiencies and implement service improvement plans (SIPs) effectively.
As a Support Delivery Manager II, you will be responsible for:
Owning strategic accounts by building partnerships and applying product knowledge to address customer needs effectively.
Leveraging data-driven insights to build strategic SIPs focused on process improvement and operational efficiency for customers.
Identifying risks, preventing issues, and managing escalations by coordinating with Support, Services, Engineering, and Product teams.
Managing performance metrics to anticipate risks before key milestones and driving adoption of best practices.
Influencing product improvements by leveraging technical expertise to advocate business value across a broad product portfolio.
Serving as a subject matter expert and customer advocate to deliver, support, and manage Akamai solutions effectively.
Do what you love
To be successful in this role you will:
Hold 10-12 years' relevant experience and a bachelor's degree in computer science, engineering, or a related field.
Have experience working in account management or customer success role in a technical environment
Demonstrate experience of analyzing data to inform continuous process improvements
Have basic understanding of networking, cloud security and internet protocols such as DNS, HTTP and TCP/IP
Demonstrate aptitude for building trusted relationships with customers across various levels
Be familiar with security technology, process and concepts, security event management, or security compliance
Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences
Work in a way that works for you
FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.
Learn ( what makes Akamai a great place to work
Connect with us on social and see what life at Akamai is like!
We power and protect life online, by solving the toughest challenges, together.
At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.
Working for you
At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:
Your health
Your finances
Your family
Your time at work
Your time pursuing other endeavors
Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.
About us
Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.
Join us
Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!
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