Akamai Support Delivery Manager II - Kuala Lumpur 

Malaysia 

333866531

Take ownership of prestigious accounts

As a Support Delivery Manager, 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 improvements and increase 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
• Identifying systemic problems, ensuring successful resolution and prevention

Do what you love

To be successful in this role you will:

• Have experience working in account management or customer success in a technical environment or In technical support
• Demonstrate excellent experience of analyzing data to identify continuous process improvements for service delivery
• Have an understanding of networking and internet protocols such as DNS, HTTP and TCPIP
• Demonstrate aptitude for building trusted relationships with customers across various levels
• Be able to 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

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.