Strategic Support Delivery Manager

Akamai Technologies GmbH; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Benefits offered by this job

Health and well-being support

Financial benefits

Life beyond work support

Job summary

Akamai Technologies GmbH is seeking a Support Delivery Manager II in Kuala Lumpur to oversee prestigious accounts while providing guidance and support. In this pivotal role, you'll proactively manage customer escalations and collaborate with various teams to drive product adoption and satisfaction.

The ideal candidate will have over 6 years of experience in customer support or technical account management and must demonstrate excellent skills in data analysis and stakeholder management. Proficiency in Mandarin and Cantonese is highly desirable. Join us to make a real impact!

Qualifications

• 6+ years of experience in customer support, service delivery, or technical account management.
• Experience in account management or customer success in a technical environment.
• Excellent data analysis skills to identify process improvements.
• Strong understanding of networking, internet protocols, and core security fundamentals.
• Aptitude for building relationships with customers across various levels.
• Excellent communication skills for technical content.

Responsibilities

• Take ownership of strategic accounts and act as a trusted advisor.
• Drive process improvements and increase operational efficiency.
• Manage escalations with clear problem definitions and action plans.
• Collaborate with technical and business teams to resolve issues.
• Partner with engineering and operations to unblock issues.
• Lead with empathy and customer-centric focus.

Skills

Customer Support

Technical Account Management

Data Analysis

Networking Protocols

Stakeholder Management

Mandarin

Cantonese

Job description

Akamai Technologies GmbH is seeking a Support Delivery Manager II in Kuala Lumpur to oversee prestigious accounts while providing guidance and support. In this pivotal role, you'll proactively manage customer escalations and collaborate with various teams to drive product adoption and satisfaction.

The ideal candidate will have over 6 years of experience in customer support or technical account management and must demonstrate excellent skills in data analysis and stakeholder management. Proficiency in Mandarin and Cantonese is highly desirable. Join us to make a real impact!