Support Delivery Manager
Akamai Technologies
full-time
Posted on:
Location Type: Remote
Location: Canada
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About the role
- Owning strategic, premium accounts by developing strong partnerships with customer stakeholders, using in-depth knowledge of our cloud compute, security and delivery products and business processes
- Leveraging a data driven approach to build strategic Service Improvement Plans (SIPs), focusing on process improvement and operational efficiency
- Identifying/escalating risks, driving problem prevention, and managing customer escalations via coordination with Support Services, Professional Services, Engineering, and Products teams
- Managing key performance metrics and trends to mitigate future risks prior to major customer milestones and influencing adoption of best practices.
- Influencing product roadmaps and improvements to associate and advocate business benefits through extensive technical expertise across an expanded product portfolio.
- Being a subject matter expert and serving as a customer advocate to deliver, support, and technically manage Akamai solutions
Requirements
- Have 8 years of relevant experience and a Bachelor's degree in Computer Science/Engineering/Management Information Systems, related field or its equivalent.
- Have experience working in account management or customer success role in a technical environment
- Have experience analyzing data to inform continuous process improvements
- Have basic understanding of networking, cloud compute, cloud security and internet protocols such as DNS, HTTP and TCP/IP
- Demonstrate 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.
Benefits
- Your health
- Your finances
- Your family
- Your time at work
- Your time pursuing other endeavors
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisprocess improvementcloud computecloud securitynetworkingsecurity event managementinternet protocolsDNSHTTPTCP/IP
Soft Skills
relationship buildingcommunicationpresentation skillscustomer advocacyproblem preventioninfluencingstakeholder managementtechnical expertisecollaborationtrust building
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in EngineeringBachelor's degree in Management Information Systems