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Senior Support Delivery Manager
Location
Japan
Posted
160 days ago
Salary
0
Seniority
Senior
Job Description
Senior Support Delivery Manager
Akamai Technologies
• 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, ensuring alignment with customer expectations and business objectives • Partnering with Engineering, Product, and Operations to unblock issues and drive sustainable root-cause fixes • Ensuring incident reviews are conducted and learning is translated into preventive actions • Building a team culture that promotes accountability, continuous learning, and collaboration • Acting as a role model for calm, empathetic, and customer-centric leadership, especially during high-pressure situations • Driving structured escalation management, including clear problem definition, action plans, risk assessment, and executive-level communication
Job Requirements
- Have 8+ years of experience in customer support, service delivery, or technical account management roles
- Have 2+ years of experience leading or mentoring teams in a customer-facing environment
- Have experience working in account management or customer success in a technical environment or In technical support
- Demonstrate a solid understanding of networking and internet protocols such as DNS, HTTP, and TCP/IP, along with core Security or Compute fundamentals
- Demonstrate aptitude for building trusted relationships with customers across various levels
- Be able to effectively manage multiple stakeholders in a matrixed environment, demonstrate the ability to drive change across cross-functional teams to ensure successful outcomes
- Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences
- Be fluent in Japanese and English across technical and business domains
Benefits
- Your health
- Your finances
- Your family
- Your time at work
- Your time pursuing other endeavors
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