Job Description

**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 our customers and to deliver results and possibilities for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers. **Partner with the best** You are a critical part of our strategic customers' success journey, maximizing their customer support advocacy experience. You will be an advisor, influencing services and product adoption, with an adaptable and optimized account strategy. You will use your analytical aptitude to guide operational efficiencies and deliver service improvement plans (SIPs). As a Support Delivery Manager, you will be responsible for: + Developing partnerships with stakeholders, leveraging product knowledge to meet needs and manage premium accounts. + Leveraging a data-driven approach to create strategic Service Improvement Plans, enhancing processes and operational efficiency. + Identifying risks, escalating issues, preventing problems, and coordinating customer escalations across multiple teams. + Monitoring performance metrics and trends, reducing risks, and promoting adoption of best practices. + Advocating product enhancements and influencing roadmaps by leveraging extensive technical expertise across diverse portfolios. + Providing expertise and advocating for customers to deliver, support, and manage Akamai solutions effectively. **Do what you love** To be successful in this role you will: + Possess 8 years of relevant experience and equivalent knowledge in Computer Science, Engineering, or related fields. + Have experience working in account management or customer success role in a technical environment + Have experience of analyzing data to inform continuous process improvements + Have a basic understanding of networking, cloud security and internet protocols such as DNS, and TCP/IP + Demonstrate an 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! Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, gender identity, sexual orientation, race/ethnicity, protected veteran status, disability, or other protected group status. If no date is displayed, applications are being accepted on an ongoing basis until the job is filled. **Compensation** Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $92,900 - $193,100/year; a candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.

Job Tags

Permanent employment, Work experience placement, Work at office, Remote work, Work from home, Worldwide, Flexible hours,

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