Job Description

Do you enjoy working with customers and supporting them with your expertise?

Would you relish the opportunity to take ownership?

Join our Global Support team

Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand our customer 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

As a Support Delivery Manager, you will operate at the heart of what our business values the most: supporting our customers. You will work as a trusted advisor to our high value customers, providing guidance, advice and proactively supporting on product adoption and managing customer escalations and service incidents.

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

• Taking ownership for managing strategic accounts and playing a trusted advisor role in ensuring customer satisfaction
• Owning a data driven approach to inform support, process improvements and increase operational efficiency for our customers
• Collaborating with technical support teams to resolve customer incidents and escalations
• Coordinating incident reviews and feeding back to the customer account team for process improvement
• Identifying systemic problems, ensuring successful resolution and prevention

Do what you love

To be successful in this role you will:

• Have experience working in account management or customer success in a technical environment or In technical support
• Demonstrate excellent experience of analyzing data to identify continuous process improvements for service delivery
• Have an understanding of networking and internet protocols such as DNS, and TCPIP
• Demonstrate aptitude for building trusted relationships with customers across various levels
• Be able to manage multiple stakeholders in a matrix environment to ensure task completion
• Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences
• Be fluent in Japanese and in English

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.

Learn more

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.

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