Support Delivery Manager Cambridge, United States Technical Support Nov 20, 2020 Post Date 022520 Requisition # Are you passionate about ensuring customer success? Do you relish the opportunity to take ownership and make an impact? Join our Global Support team The Global Support team is responsible for supporting our global premium customers with all aspects of the services and applications they use. From advising on product strategies to supporting security breaches our team operates at the heart of what our business values the most: delivering value to our customers from services and support perspective. Take ownership of prestigious accounts worldwide and make an impact In this role you will operate at the heart of what our business values the most: supporting our customers. You will work as a trusted advisor to our high value customers, providing guidance, advice and proactively supporting on product adoption and managing customer escalations and service incidents. As a Support Delivery Manager, you will be responsible for: + Taking ownership for managing strategic accounts and playing a trusted advisor role in ensuring customer satisfaction + Owning a data driven approach to inform support, process improvement and operational efficiency for our customers + Collaborating with technical support teams to resolve customer incidents and escalations + Coordinating incident reviews and feeding back to the customer account team for process improvement Do what you love To be successful in this role you will: + Have 5 years of relevant experience and a Bachelor's degree in Computer Science, Engineering, MIS, another related field or its equivalent + Experience working in account management or customer success role in a technical environment + Experience of analysing data to inform continuous process improvements + Have basic understanding of networking and internet protocols such as DNS, HTTP and TCPIP + Demonstrate aptitude for building trusted relationships with customers across various levels + Manage multiple stakeholders in a matrix environment to ensure task completion + 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 We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone. We are happy to discuss flexible working options in this role, please discuss your requirements with the recruiter when you apply. Working with us 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 Innovating on a global scale, we deliver our customers a fast, smart and secure intelligent edge platform. Working against a backdrop of digital collaboration, our highly skilled teams drive progressive solutions that have the scope to transform entertainment, business, and life in ways that we have yet to imagine. 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 challenge and inspire you!Akamai Technologies is an Affirmative Action, Equal Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status.