At Cloud Data Services, we power and protect life online. We're looking for a Support Delivery Manager to be a critical part of our strategic customers' success journey, maximizing their support advocacy experience. You will act as an advisor, influencing services and product adoption with an adaptable and optimized account strategy.
What You'll Do
- Own strategic, premium accounts by developing strong partnerships with customer stakeholders, using in-depth knowledge of our cloud compute, security, and delivery products.
- Leverage a data-driven approach to build strategic Service Improvement Plans (SIPs), focusing on process improvement and operational efficiency.
- Identify and escalate risks, drive problem prevention, and manage customer escalations via coordination with Support, Professional Services, Engineering, and Product teams.
- Manage key performance metrics and trends to mitigate future risks prior to major customer milestones and influence adoption of best practices.
- Influence product roadmaps and improvements to associate and advocate business benefits through extensive technical expertise across an expanded product portfolio.
- Serve as a subject matter expert and customer advocate to deliver, support, and technically manage Akamai solutions.
What We're Looking For
- 8 years of relevant experience and a Bachelor's degree in Computer Science, Engineering, Management Information Systems, a related field, or its equivalent.
- Experience working in an account management or customer success role in a technical environment.
- Experience analyzing data to inform continuous process improvements.
- Basic understanding of networking, cloud compute, cloud security, and internet protocols such as DNS, HTTP, and TCP/IP.
- Aptitude for building trusted relationships with customers across various levels.
- Familiarity with security technology, processes and concepts, security event management, or security compliance.
- Strong written, verbal, and presentation skills, including the ability to communicate complex technical content to a range of audiences.
Team & Environment
You will join our Support Delivery Services Team. Our culture is curious, innovative, collaborative, and tenacious. We celebrate diversity of thought and use our global perspectives to put customers at the forefront of everything we do.
Benefits & Compensation
- FlexBase, our Global Flexible Working Program, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised).
- Comprehensive benefits supporting your health, finances, family, time at work, and time pursuing other endeavors.
Work Mode
This position follows a hybrid work model.
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.
