Job Description

Job Category: Customer Support
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Are you passionate about ensuring customer success?
Does solving complex challenges motivate and excite you?
Join our Customer Success Consulting Team!
Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand our customer needs and deliver results and possibilities for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers.
Take ownership of prestigious accounts!
You will operate at the heart of what our business values the most: supporting our customers. You will be a trusted advisor to our high value customers, providing guidance and advice. Your job will be to proactively support customers, manage escalations and drive problem prevention.
As a Support Delivery Manager II, 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, introduce process improvements and operational efficiency for our customers
• Collaborating with technical support and account teams to resolve customer incidents and escalations
• Coordinating incident reviews and feeding back to the customer account team for process improvement
• Managing problem prevention, often long-term, to help resolve repeated or systemic problems

Do what you love
To be successful in this role you will:

• Have support experience working in account management or customer success role in a technical environment
• Be well versed in how the internet works, its networks and protocols e.g. TCP/IP, HTTP, DNS, TLS/SSL
• Have experience with cybersecurity incident management and attack mitigation techniques
• Have basic understanding of cloud computing and security
• Be familiar with crisis, problem, incident and/or escalation management
• Be fluent in English, additional European languages are welcome
• Have an empathetic approach to customers, be creative, self-driven and passionate in shaping tailored support improvements

Work in a way that works for you
FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.
what makes Akamai a great place to work
Connect with us on social and see what life at Akamai is like!
We power and protect life online, by solving the toughest challenges, together.
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
Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.
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 energize and inspire you!

Skills Required