Support Delivery Manager II at AKAMAI TECHNOLOGIES INC

, , India -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Support Advocacy, Strategic Partnership, Risk Anticipation, Account Strategy, Analytical Skills, Service Improvement Plans, Data-Driven Insights, Operational Efficiency, Escalation Management, Product Adoption, Technical Expertise, Networking, Cloud Security, Internet Protocols, Security Technology

Industry

technology;Information and Internet

Description

Are you passionate about ensuring customer success? Does solving complex challenges motivate and excite you? Join our SDM Team! Support Delivery Managers (SDMs) accelerate customer value and retention through proactive support advocacy and strategic partnership. They bridge customers, support, and internal teams to anticipate risk, drive accountability, and enable long-term customer success. Take ownership of prestigious accounts! You will play a key role in strategic customers' success by maximizing their support and advocacy experience. You'll serve as a trusted advisor, driving service consistency and product adoption through optimized, adaptable account strategy. You'll apply analytical skills to drive strategic efficiencies and implement service improvement plans (SIPs) effectively. As a Support Delivery Manager II, you will be responsible for: Owning strategic accounts by building partnerships and applying product knowledge to address customer needs effectively. Leveraging data-driven insights to build strategic SIPs focused on process improvement and operational efficiency for customers. Identifying risks, preventing issues, and managing escalations by coordinating with Support, Services, Engineering, and Product teams. Managing performance metrics to anticipate risks before key milestones and driving adoption of best practices. Influencing product improvements by leveraging technical expertise to advocate business value across a broad product portfolio. Serving as a subject matter expert and customer advocate to deliver, support, and manage Akamai solutions effectively. Do what you love To be successful in this role you will: Hold 12 years' relevant experience and a bachelor's degree in computer science, engineering, or a related field. Have experience working in account management or customer success role in a technical environment Demonstrate experience of analyzing data to inform continuous process improvements Have basic understanding of networking, 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 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. Learn 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!

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Responsibilities

Support Delivery Managers accelerate customer value and retention through proactive support advocacy and strategic partnership, bridging customers, support, and internal teams to anticipate risk and drive accountability. Responsibilities include owning strategic accounts, leveraging data-driven insights for Service Improvement Plans (SIPs), managing escalations, and influencing product improvements.