Support Delivery Manager

Akamai Technologies
Cambridge
Workplace: RemoteFull timeUSD 105,400 - 189,600 annuallyFunction: Program & Project Management (PMO)Experience: 8+ yearsSkills: ["Customer relationship building","Communication","Presentation","Problem solving","Advisory mindset"]

Own customer support advocacy for strategic accounts by developing account strategies, partnering with stakeholders, and leveraging product knowledge to drive adoption. Use data and analytics to create service improvement plans, monitor performance metrics, and reduce risk. Identify and escalate issues across teams while advocating for product enhancements and roadmaps to improve Akamai solution delivery and support outcomes.

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Akamai Technologies
Akamai Technologies
2 days ago

Support Delivery Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own customer support advocacy for strategic accounts by developing account strategies, partnering with stakeholders, and leveraging product knowledge to drive adoption. Use data and analytics to create service improvement plans, monitor performance metrics, and reduce risk. Identify and escalate issues across teams while advocating for product enhancements and roadmaps to improve Akamai solution delivery and support outcomes.
Location: Cambridge
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Develop partnerships with stakeholders and use product knowledge to meet premium-account needs.
  • •Create data-driven Service Improvement Plans to enhance processes and operational efficiency.
  • •Identify risks, escalate issues, prevent problems, and coordinate customer escalations across teams.
  • •Monitor performance metrics and trends, reduce risks, and promote adoption of best practices.
  • •Advocate product enhancements and influence roadmaps, leveraging technical expertise across portfolios.

Pay and Benefits

Salary: USD 105,400 - 189,600 annually
Perks:Health Insurance401kCompany HolidaysPaid LeaveSick TimeParental Leave

Key Requirements

  • •8 years of relevant experience in computer science, engineering, or a related field.
  • •Experience in an account management or customer success role in a technical environment.
  • •Experience analyzing data to drive continuous process improvements.
  • •Basic understanding of networking and internet protocols such as DNS, HTTP, and TCP/IP.
  • •Familiarity with security technology concepts such as security event management or security compliance.
Experience:8+ years
Skills:Customer relationship buildingCommunicationPresentationProblem solvingAdvisory mindset
Tech Stack:DNSHTTPTCP/IPNetworkingCloud securitySecurity event managementSecurity compliance

Company Brief

Akamai Technologies
Provides a global content delivery network (CDN) and cloud services to improve web and application performance, security, and delivery for enterprises, media companies, and cloud providers.
Industry: Cloud Computing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cambridge, United States
Founded: 1998
WebsiteLinkedIn