Senior Technical Account Manager Job

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Senior Technical Account Manager
Location US-CA-San Mateo
Posted Date 11/7/2012
Cost Center 120 Category Technical Support
ID 6996
About the Job
Working as a key member of our America-s Customer Support Team this position focuses on building and maintaining a post sales relationship between Technical Support and Akamai-s Premium Support Customers. This is a customer facing technical role responsible to ensure that the assigned customers gain maximum benefit from their investment in Akamai technology. The Technical Relationship Engineer (TRE) is a trusted business advisor to Akamai's Premium Support Customers, providing valuable guidance around support and product related concerns. The TRE plays a pivotal role in maintaining client satisfaction and loyalty through ensuring exceptional customer service and attainment of solution value. The TRE will engage directly with the assigned customer contacts to coordinate interaction with Akamai-s Customer Care organization through timely and effective management of the case resolution process and will be the primary point of contact for escalations. The TRE will proactively address service delivery issues and advocate for any modification or improvement in the delivery process necessary to achieve maximum value and the best in class support for the Akamai solution. The TRE will develop and maintain a working knowledge of the technical architecture and business requirements of the assigned Customers. By maintaining a long-term relationship with their customers a TRE gains an understanding of each customer-s overall business, goals, and technical requirements and will become a trusted resource to address customer requirements.
About the Team
You will be part of the Global Customer Care Organization supporting our Americas customers, which include many Fortune 500 corporations. You will be interacting with them on a daily basis as advocate trusted partner in supporting the customer service aspects of the Akamai network, technical services and applications that have been deployed for each customer.-
Responsibilities:
Manages a diverse and complex scope of customer support activities including;
- Facilitate customer communication by presenting monthly and quarterly business and service review.
- Manage customer expectations to comply with contracted level of support services and Service Level Agreements.
- Escalate issues as necessary for confirmation action plan, resolution or other options as needed.
- Work closely with Professional Services and Engineering to address customer requirements and drive commitment to timelines and agreed action plans.
- Direct the delivery of customer technical services to achieve high customer satisfaction and trust.
- Manage resource to achieve the most effective method of problem resolution by directing internal technical services engineers.
- Establish and maintain working relationships with internal support delivery teams, customer support teams, and customer contacts.
- Document recommendations formally via support services delivery plans and present same to customer and local account teams.
- Ability to travel to domestic customer sites up to 20%.
Qualifications:
Basic Qualifications
- Bachelor-s degree or relevant technical field experience.
- 8 years of experience in a customer facing enterprise technical support environment.
- 3 years of technical team leadership or line management experience of 3 or more resources in a task oriented environment.
- Minimum 1 year experience serving in a customer advocate role - demonstrable able to understand and articulate the needs of the client and deliver to address those needs.
- Minimum 1 year experience with Network and Web Application troubleshooting and debugging skills using network and software tools.
- Minimum 1 year experience in one of the following areas:
- Unix/Linux
- Mac OS
- Windows
- TCP/IP networking
- Software Development
Desired Qualifications
- Fluent spoken and written English.
- Strong team player who enjoys working in a fast paced team atmosphere.
- Ability to manage multiple priorities, commitments and projects.
- Self-motivated, directed and passionate about what you do.
- Love of learning and fascination with Internet technology.
- Experience working in enterprise environments service level agreements and documented process.
- Exemplary customer service attitude with business development and customer relationship management experience.
- Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
- Prior work in a consulting sales or services environment with direct customer contact.
- Experience in hiring and developing a team of technical resources.
- Demonstrated ability to develop new skills through active pursuit of self-directed learning and formal course participation.
Other Information
- Is relocation available for this position: No
- Is US Citizenship required:
No
- Is a Security Clearance Required: No
If yes, applicants selected will be subject to a government security investigation & must meet eligibility requirements for access to classified information.
About Akamai:
No one carries more of the world's Web traffic than Akamai, so working with Akamai means you-re helping some of the world-s best known brands succeed in bringing any experience to any device, anywhere. Cloud computing, SaaS, eCommerce, online entertainment and dynamic personalized experiences are all fueled by Akamai technology. Join Akamai and you join a culture that-s extremely intelligent, strongly supportive and passionately committed to delivering world-class solutions. Some of the best minds in business, mathematics, and engineering work at Akamai - leading, learning and shaping the future of the Internet.
Contact us!
If you're excited by Akamai and would like to help change the online landscape please apply. No time to apply? Join our Talent Community.
Akamai Technologies is an Affirmative Action, Equal Opportunity employer (M/F/D/V) that values the strength that diversity brings to the workplace.
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