[Hiring] Support Delivery Specialist @Akamai

Role 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' needs and to deliver results and possibilities for their growth and success. We build trusted relationships through clear communication, honesty, and listening to our customers.

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

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

• Building premium accounts by fostering partnerships with customer stakeholders, leveraging expertise in cloud compute, security, delivery products, and business processes.
• Leveraging a data-driven approach to build strategic Service Improvement Plans (SIPs), focusing on process improvement and operational efficiency for our customers.
• Identifying and escalating risks, preventing problems, and managing customer escalations through coordination with Support Services, Professional Services, Engineering, and Products teams.
• Monitoring key performance metrics and trends to reduce potential risks before significant customer milestones while encouraging the use of best practices.
• Influencing product improvements to associate and advocate business benefits through extensive technical expertise across an expanded product portfolio.
• Being a customer advocate to deliver, support, and technically manage Akamai solutions.

Qualifications

• 5+ years of relevant experience in Computer Science, Engineering, Management Information Systems, or a related field or equivalent expertise.
• Experience in account management or customer success within a technical environment.
• Experience of analyzing data to inform continuous process improvements.
• Basic understanding of networking, cloud computing & cloud security, and internet protocols such as DNS, HTTP, and TCP/IP.
• Aptitude for building trusted relationships with customers across various levels.
• Familiarity with security technologies, processes, and concepts, security event management, or security compliance.

Benefits

• Development opportunities available, including programs such as GROW and Mentoring.
• Internal events like the APEX Expo.
• Access to tools such as LinkedIn Learning to help expand your knowledge and experience.

Company Description

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.

Not sure if this job is the right match for you or want to learn more about the job before you apply? Schedule a 15-minute exploratory call with the Recruiter and they would be happy to share more details.