Support Delivery Manager II

Job Description

Are you passionate about ensuring customer success?

Does solving complex challenges motive and excite you?

Join our Global Support Team

Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand our customer needs and to deliver results for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers.

Take ownership of prestigious accounts

You will operate at the heart of what our business values the most : supporting our customers. You will be a trusted advisor to our high value customers, providing guidance and advice. Part of your job will be proactively supporting on product adoption and managing customer escalations.

As a Support Delivery Manager II, you will be responsible for :

• Leading client's onboarding experience across a range of relationships and stakeholder matrix
• Developing good partnership with customer stakeholders, using in-depth knowledge of the products, business processes
• Being a customer advocate to influence product roadmap / improvements via engineering partnerships to map features accordingly
• Identifying & escalate risks to the customer & coordinate across Support, Engineering, Professional Services and Products teams
• Leveraging on key metrics to build Service Improvement Plans (SIPs) to address business challenges by customers
• Being a trusted advisor; single point of escalations, driving operational improvements to mitigate future risks
• Monitoring & customize key performance metrics to mitigate future risks to customer events & adopt best practices

Do What You Love

To be successful in this role you will :

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

Benefits

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 :

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