Support Delivery Manager

Akamai Technologies, Inc.; Ottawa; On-site; CAD 89,000 - 161,000; Full time

Benefits offered by this job

Healthcare

RRSP

Company holidays

PTO

Sick time

Employee assistance program

ESPP

Job summary

Akamai Technologies, Inc. is hiring a Support Delivery Manager in Canada. You will own strategic premium accounts, develop SIPs for operation improvements, and influence product roadmaps with strong technical expertise across Akamai’s portfolio.

Join a customer-centric team that collaborates across Support, Professional Services, Engineering and Product groups to deliver proactive outcomes and trusted relationships with stakeholders from executives to engineers.

Qualifications

• 8 years of relevant experience or equivalent.
• Experience in account management or customer success in a technical environment.
• Ability to analyze data to inform process improvements.
• Basic understanding of networking, cloud compute, security concepts and internet protocols.

Responsibilities

• Own strategic premium accounts by building partnerships with customer stakeholders and leveraging Akamai products.
• Develop SIPs to improve processes and operational efficiency for customers.
• Identify and escalate risks, manage escalations across Support, Professional Services, Engineering and Products teams.
• Monitor KPIs and trends to mitigate risks and influence best practices.
• Influence product roadmaps by communicating business benefits across multiple teams.
• Serve as a subject matter expert and customer advocate for Akamai solutions.

Skills

Account management

Customer success

Data analysis

Presentation skills

Written communication

Education

Bachelor's degree in Computer Science, Engineering, MIS

Tools

WAF

Cloud security

DNS/HTTP/TCP-IP

Job description

Job Description

Are you passionate about ensuring customer success?

Does solving complex challenges motivate and excite you?

Join our Support Delivery Services Team! Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand our customers and to deliver results and possibilities for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers.

Partner with the best

You are a critical part of our strategic customers' success journey, maximizing their customer support advocacy experience. You will be an advisor, influencing services and product adoption, with an adaptable and optimized account strategy. You will use your analytical aptitude to guide operational efficiencies and deliver service improvement plans (SIPs).

As a Support Delivery Manager, you will be responsible for:

• Owning strategic, premium accounts by developing strong partnerships with customer stakeholders, using in-depth knowledge of our cloud compute, security and delivery products and business processes to meet their needs
• Leveraging a data driven approach to build strategic Service Improvement Plans (SIPs), focusing on process improvement and operational efficiency for our customers
• Proactively identifying and escalating risks, driving problem prevention, and managing customer escalations via coordination with Support Services, Professional Services, Engineering, and Products teams
• Managing key performance metrics and trends to mitigate future risks prior to major customer milestones and influencing adoption of best practices
• Influencing product roadmaps and improvements to associate and advocate business benefits through extensive technical expertise across an expanded product portfolio
• Being a subject matter expert and serving as a customer advocate to deliver, support, and techincally manage Akamai solutions

Do What You Love

To be successful in this role you will:

• Have 8 years of relevant experience and a Bachelor's degree in Computer Science, Engineering, Management Information Systems, another related field or its equivalent.
• Have experience working in account management or customer success role in a technical environment, like a cloud infrastructure, application hosting, networking, security or modern compute environment
• Have experience of analyzing data to inform continuous process improvements
• Have a basic understanding of networking, cloud compute, WAF, cloud security and internet protocols such as DNS, HTTP, and TCP/IP
• Have a proven success building trusted relationships with stakeholders ranging from executive leadership to technical teams
• 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

Build your career at Akamai

Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We’re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact.

With our company moving so fast, it’s important that you’re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here.

Compensation

The base salary for this position ranges from 89,300 - 160,700 CAD/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications.

The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP).

Benefits

• healthcare
• RRSP
• company holidays
• vacation (in the form of PTO)
• sick time
• family friendly benefits including employee assistance program including a focus on mental and financial wellness
• Employee Stock Purchase Plan (ESPP)

Eligibility requirements apply.