Support Delivery ManagerShare Support Delivery Manager
Costa Rica Costa Rica, San Jose
hace 2 días

Job Description

Are you passionate about ensuring customer success?

Do you relish the opportunity to take ownership and make an impact?

Join our Global Support team!

Our Team strives to be the most trusted support services partner and to keep our customers online businesses up and running.

We utilize tools, process and knowledge to diagnose and resolve product, platform, and customer issues. Our team delivers managed services for both media and security to proactively maintain quality and protect our customers online presence.

Partner with the best

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 proactively managing strategic accounts and playing a trusted advisor role in ensuring customer satisfaction.
  • Owning a data driven approach to inform support, process improvement and operational efficiency for our customers.
  • Collaborating with our support engineers and other Akamai technical support teams to resolve customer incidents and escalations.
  • Coordinating incident reviews and feeding back to the customer account team for process improvement.
  • Do what you love

    To be successful in this role you will :

  • Experience working in account management or customer success role in a technical environment
  • Experience of analyzing data to inform continuous process improvements
  • Have basic understanding of networking and internet protocols such as DNS, HTTP and TCPIP
  • Demonstrate a solid aptitude for building trusted relationships with customers across various levels
  • Manage multiple stakeholders in a matrix environment to ensure task completion
  • Have excellent communication and presentation skills to articulate highly technical information in a clear and easy to understand manner
  • Work in a way that works for you

    We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too.

    In this role, we can offer the following flexible working patterns :

  • Occasionally working remotely from home or any other work location
  • Working flexible hours - flexing the times you work in the day to help you fit everything in and work when you are the most productive
  • Working with us

    At Akamai, were 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, youll 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

    Innovating on a global scale, we deliver our customers a fast, smart and secure intelligent edge platform. Working against a backdrop of digital collaboration, our highly skilled teams build progressive solutions that have the scope to transform entertainment, business, and life in ways that we have yet to imagine.

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