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Support Delivery Manager II - US Shift

Support Delivery Manager II - US Shift

Akamai

10 - 12 years

35 - 45 Lacs

kolkata mumbai new delhi hyderabad pune chennai bengaluru

Posted:None| Platform:

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Skills Required

computer science cloud security networking event management process improvement dns support services account management http operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 10-12 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

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Support Delivery Manager II - US Shift