**Aboutthe Job**
Do
you want to be part of the management team for the Account Management group for
one of the leading internet software companies, servicing 6000+ of world’s most demanding
online enterprise customers? Do you have the passion to build out and lead a
dynamic team that handles all Business Support for a USD 2.2 Bn company? If you are a
person who likes to be part of an industry leading customer experience team for
the most demanding enterprise customers, Akamai wants to hear from you!
**Aboutthe Team**
The Account
Management Group is responsible for delivering effective and consistent
business support as a customer advocate & enabler throughout the customer
life cycle. As part of the management team for this group, you will be responsiblefor managing
daily operations, optimizing processes, developing and implementing strategies
to scale the group and helping continuously evolve metrics to reflect an
industry leading customer experience.
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 enterprise customers, drive business support and account management
strategy and serve as the voice of our customers.
**Responsibilities**
* Provide operational leadership and direction to the growing Account Management
organization.
*
Ensure delivery of industry leading business support and account management to
create unparalleled customer loyalty.
* Goaled to improve
business support metrics which track service quality, effectiveness, and
customer satisfaction
* Work closely with business
stakeholders to develop and implement strategies for specific regions
*
Refine delivery models for scaling the rapidly growing organization
* Lead
employees to meet the organization's objectives for productivity, quality, and
goal accomplishment.
*
Improve efficiencies to move the team up the account management value chain
including reinforcing the value proposition and positioning up sell
opportunities
*
Manage customer escalations
* Provide
effective performance feedback through employee recognition, rewards, and
disciplinary action, with the assistance of Human Resources, when necessary.
* 10+ years of experience with at least 3 years 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.
* 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 cross functional groups in different regions and time zones around the world.
* Strong analytical and data interpretation skills
* Proven track record of thought leadership and execution.
* Experience in developing teams, staffing and resource models as well as coaching and mentoring of team members
**About Akamai Technologies**
Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more at www.akamai.com/careers .
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 at www.akamai.com/diversity .
Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status. If you'd like more information about EEO rights under United States law, please click here at https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf .