Support Delivery Manager

Akamai•Cambridge, MA

2d•$105,400 - $189,600•Remote

About The Position

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. 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).

Requirements

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, HTTP 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

Responsibilities

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.