Support Delivery Manager II

Overview Are you passionate about ensuring customer success in innovative cloud and AI Technologies? Does solving complex cloud infrastructure 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 work 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. Responsibilities Owning accounts by developing partnerships with stakeholders, leveraging Akamai Core Compute, Edge Compute, Cloud Security & Delivery solutions Collaborating with product, engineering, support, and professional services teams to resolve challenges and advocate for customer needs Leveraging a data driven approach to build Service Improvement Plans (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 prior to customer milestones and influencing adoption of best practices Influencing roadmaps and improvements to advocate business benefits through extensive technical expertise across an expanded product portfolio Being a subject matter expert and serving as an advocate to deliver, support, and manage Akamai solutions What Youll Love / Do What You Love Have 12 years of experience and a Bachelor's degree in Computer Science, Engineering or Management Information Systems or its equivalent Have experience working in account management or customer success role in a cloud infrastructure, application hosting, networking, security or modern compute environment Possess knowledge of AI inferencing, generative AI technologies or emerging agentic AI use cases and architectures Have experience of analyzing data to inform continuous process improvements Have basic understanding of networking, cloud security, WAF and internet protocols such as DNS, and TCP/IP Have proven success building trusted relationships and stakeholders ranging from executive leadership to technical teams Demonstrate strong communication, presentation and consultative problem-solving skills Have experience with Akamai Cloud Computing, Linode, Kubernetes, containers, APIs or modern application platforms is a plus Compensation & Benefits Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from CA$115,100 - CA$207,100/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. #J-18808-Ljbffr Akamai Technologies