Akamai Support Delivery Manager II- Remote- 

Canada, British Columbia, Area F (McConnell Creek/Hatzic Prairie) 

886730420

You are a part of our premier, 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 efficiencies and deliver service improvement plans (SIPs).

As a Support Delivery Manager II, you will be responsible for:

• Owning accounts by developing partnerships with stakeholders, using our delivery/ security products and processes to meet needs
• Leveraging a data driven approach to build Service Improvement Plans (SIPs), focusing on improvement and efficiency
• Identifying and escalating risks, driving problem prevention with Support Services, Professional Services, and Products teams
• Managing key performance metrics to mitigate risks prior to customer milestones and influencing adoption of best practices.
• Influencing roadmaps and improvements to advocate business benefits through extensive technical expertise across an expanded product portfolio.
• Being a subject matter expert and serving as an advocate to deliver, support, and manage Akamai solutions

Do what you love

To be successful in this role you will:

• Have 12 years of experience and a Bachelor's degree in Computer Science, Engineering or Management Information Systems
• 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 basic understanding of networking, cloud security, WAF 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

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.