Support Delivery Manager - French

Are you excited by creatively solving problems and delivering exceptional customer service?

Would you like to work with cutting-edge technology and solve complex challenges?

Join our Services Team as a Support Delivery Manager

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!

You will operate at the heart of what our business values the most: supporting our customers, in this case, French customers. You will be a trusted advisor to our high value customers, providing guidance and advice. Your job will be to proactively support customers, manage escalations and drive problem prevention.

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

• Taking ownership for managing the support experience of strategic accounts and playing a trusted advisor role in ensuring customer satisfaction
• Owning a data driven approach to inform, support, introduce process improvements and operational efficiency for our customers
• Collaborating with and coordinating technical support, engineering, product management and account teams to resolve customer incidents and escalations
• Driving incident reviews and introduction of resulting process improvements
• Managing problem prevention, often long-term, to help resolve repeated or systemic problems

Do what you love

To be successful in this role you will:

• Have extensive support experience working in account management or customer success role in a technical environment
• Be well versed in how the internet works, it's networks and protocols e.g. TCP/IP , HTTP ,DNS, TLS/SSL
• Have experience with content delivery performance, cloud computing, cybersecurity incident management and attack mitigation techniques
• Be familiar with crisis, problem, incident and/or escalation management
• Have fluency in English and French.
• Have an empathetic approach to customers, be creative, self-driven and passionate in shaping tailored support improvements

About us

At Akamai, we make life better for billions of people, trillions of times a day.
Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we're the engine behind the scenes. We provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Our focus is simple:
Cloud and Edge: Running apps closer to users for instant performance.
Security: Neutralizing threats before they ever reach your data.
Content Delivery: Scaling the world's biggest moments without a glitch.
AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.

At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works.

Benefits at Akamai: We support your health, well-being, finances, and life beyond work. See our benefits.

FlexBase adapts to your job's needs

Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work.

We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.

Connect with us on social and see what life at Akamai is like!