Akamai Technologies, Inc Manager - Account Support in Krakow, Poland

Manager - Account Support

Krakow, Poland

Jul 17, 2018 Post Date

013700 Requisition #

About the Job

As part of the management team for the Account Management group at Akamai Technologies, you will be responsible for managing business support and account management for the world’s most demanding online customers. You will be responsible for expanding this team, improving processes, optimizing operations, and continuously improving the metrics to reflect an industry leading customer experience. You will help develop and implement strategies to scale the account support organization to handle a rapidly expanding global customer base and product portfolio.

Akamai is looking for a proven leader with the ability to manage the delivery of business support and account management for the EMEA team. You will lead a team of account managers that will elevate the delivery of business support and account management to new heights, setting the industry standard. As a leader you will be expected to communicate with senior management and critical customers, drive business support and account management strategy and serve as the voice of our customers. The right candidate is highly motivated and capable of being proactive with our customer base.

Responsibilities

  • Provide operational leadership and direction to the growing Account Services organization

  • Ensure delivery of industry leading business support and account management to create unparalleled customer loyalty in the market place

  • Goaled to improve business support metrics which track service quality, effectiveness, and customer satisfaction

  • Refine delivery models for scaling the rapidly growing organization

  • Improve efficiencies to move the team up the account management value chain including reinforcing the value prop and positioning up-sell opportunities

  • Manage customer escalations

  • Create programs to build customer loyalty and promote value prop

  • Develop the team, including developing staffing and resource models as well as coaching and mentoring of leads

Qualification

  • 9+ years of experience with at least 3 year as a lead or a manager

  • Demonstrated understanding of customer experience and loyalty, including account management and business support operations both as a manager and individual contributor.

  • Experience addressing usability and supportability features in design phase of product development.

  • High level of energy and passion for helping customers, with ability to drive, promote and follow through on strategy and programs that solves customer problems.

  • Demonstrated ability to collaborate with other groups for which you have a dependency, including ability and desire to work with teams in different regions and time zones around the world.

  • Execution oriented, accountable with strong but practical creativity,

  • Clear and crisp communication skills

  • Demonstrated success delivering on a strategy.

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About Akamai Technologies

Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than anyone - and attacks and threats far away. Akamai's portfolio of edge security, web and mobile performance, enterprise access and video delivery solutions is supported by unmatches customer service, analytics and 24/7/365 monitoring. To learn how Akamai is shaping the future of digital transformation, visitwww.akamai.comand follow @Akamaijobs onTwitter,Facebook,LinkedInandInstagram.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer. If you'd like more information about EEO rights under United States law, please clickhere.