Support Delivery Manager

Socket.dev; Cambridge (MA); On-site; USD 105,000 - 190,000; Full time

Job summary

Akamai is seeking a seasoned Support Delivery Manager to strengthen our customer success and lead service delivery for strategic accounts. You will partner with stakeholders, guide adoption, and influence roadmaps across diverse portfolios.

You will analyze data to drive process improvements, manage escalations, and ensure high-quality outcomes in a fast-paced environment. Strong networking and security knowledge are essential.

Qualifications

• 8+ years of relevant experience in Computer Science, Engineering, or related fields.
• Experience in account management or customer success in a technical environment.
• Experience analyzing data to inform continuous process improvements.
• Fundamental understanding of networking, cloud security, and internet protocols (DNS, HTTP, TCP/IP).
• Demonstrated ability to build trusted relationships with customers at various levels.
• Familiarity with security technology, security event management, or security compliance.
• Strong written, verbal, and presentation skills for technical audiences.

Responsibilities

• Develop partnerships with stakeholders, leveraging product knowledge to meet needs and manage premium accounts.
• Leverage data-driven SIPs to enhance processes and operational efficiency.
• Identify risks, escalate issues, prevent problems, and coordinate customer escalations across teams.
• Monitor performance metrics and trends, reduce risks, and promote best practices.
• Advocate for product enhancements and influence roadmaps across portfolios.
• Provide expertise to deliver, support, and manage Akamai solutions effectively.

Skills

Customer Success

Account Management

Data Analysis

Networking Basics

Cloud Security

Communication Skills

Security Compliance

Education

Bachelor's in CS/Engineering or related field

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:

• Developing partnerships with stakeholders, leveraging product knowledge to meet needs and manage premium accounts.
• Leveraging a data-driven approach to create strategic Service Improvement Plans, enhancing processes and operational efficiency.
• Identifying risks, escalating issues, preventing problems, and coordinating customer escalations across multiple teams.
• Monitoring performance metrics and trends, reducing risks, and promoting adoption of best practices.
• Advocating product enhancements and influencing roadmaps by leveraging extensive technical expertise across diverse portfolios.
• Providing expertise and advocating for customers to deliver, support, and manage Akamai solutions effectively.

Do what you love

To be successful in this role you will:

• Possess 8 years of relevant experience and equivalent knowledge in Computer Science, Engineering, or related fields.
• Have experience working in account management or customer success role in a technical environment
• Have experience of analyzing data to inform continuous process improvements
• Have a basic understanding of networking, cloud security and internet protocols such as DNS, HTTP and TCP/IP
• Demonstrate an 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

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

Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $105,400 - $189,600/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. 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). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.