Support Delivery Manager II- Remote- Canada

Akamai Technologies; Canada; Remote; CAD 104,000 - 218,000; Full time

Job summary

An innovative company is seeking a Support Delivery Manager II to enhance customer success through strategic account management. In this remote role, you will leverage your extensive experience to build partnerships, analyze data for process improvements, and advocate for customer needs. You will play a crucial role in driving efficiencies and implementing service improvement plans while fostering strong relationships across various customer levels. With a commitment to diversity and a supportive work environment, this position offers a competitive salary and comprehensive benefits, making it an excellent opportunity for those passionate about customer advocacy and technical expertise.

Benefits

Flexible Working Options

Comprehensive Health Benefits

Stock Options

Personal Development Programs

Qualifications

• 12 years of experience in a technical environment with a focus on customer success.
• Strong analytical skills for process improvements and data-driven decision-making.

Responsibilities

• Own accounts by developing partnerships and leveraging Akamai's products.
• Drive problem prevention and manage key performance metrics effectively.

Skills

Account Management

Customer Success

Data Analysis

Networking Knowledge

Cloud Security

WAF

Internet Protocols

Relationship Building

Technical Communication

Education

Bachelor's in Computer Science

Bachelor's in Engineering

Bachelor's in Management Information Systems

Job description

Support Delivery Manager II- Remote- Canada

Join our Support Delivery Services Team at Akamai Technologies as a Support Delivery Manager II- Remote- Canada.

Are you passionate about ensuring customer success?

Does solving complex challenges motivate and excite you?

Our customer-centric team builds innovative, tailored solutions to help our customers achieve their vision. We focus on understanding our customers to deliver results and foster growth, building trusted relationships through clear communication, honesty, and attentive listening.

Job Description

As a Support Delivery Manager II, you will take ownership of prestigious accounts, maximizing customer support advocacy and influencing service and product adoption with adaptable account strategies. You will use analytical skills to guide efficiencies and implement service improvement plans (SIPs). Your responsibilities include:

• Owning accounts by developing partnerships with stakeholders and utilizing our delivery/security products and processes to meet needs
• Leveraging data to build SIPs focusing on improvement and efficiency
• Identifying and escalating risks, driving problem prevention with Support Services, Professional Services, and Products teams
• Managing key performance metrics to mitigate risks before customer milestones and promoting best practices
• Influencing roadmaps and improvements to advocate business benefits through extensive technical expertise
• Serving as a subject matter expert and advocate for Akamai solutions

Qualifications

• 12 years of experience with a Bachelor's degree in Computer Science, Engineering, or Management Information Systems
• Experience in account management or customer success in a technical environment
• Ability to analyze data for process improvements
• Basic understanding of networking, cloud security, WAF, and internet protocols such as DNS, HTTP, TCP/IP
• Strong relationship-building skills across various customer levels
• Familiarity with security technologies, event management, or compliance
• Excellent written, verbal, and presentation skills for technical communication

Work Environment

FlexBase, Akamai's global flexible working program, offers options to work from home, office, or both, supporting a healthy work-life balance. We are committed to diversity, inclusion, and providing a supportive workplace.

Benefits and Compensation

We offer comprehensive benefits covering health, finances, family, and personal development. The salary range is CA$104,700 - CA$217,500/year, based on experience and location, with additional incentives and stock options.