Akamai - Customer Solutions Engineering

Manager-Customer Solutions Engineering -Akamai Technologies

About the Job

As one of the Service Managers in the Emerging Customer Group, you’ll be responsible for managing cross functional, full lifecycle pre-sales and service delivery for customers at an industry vertical level. The job requires someone with strong leadership, interpersonal, and business skills to work with Sales to protect and grow our account base. The SLM manages a services team comprised of Customer Solutions Engineers who work on pre-sales opportunities and deliver post-sales integrations for Akamai’s Emerging Customers.

About the Team

- The Emerging Customer Group (ECG) is one of the fastest growing businesses in Akamai, managing 1700 customers across the globe spanning Seattle, WA all the way to New Zealand. The group is responsible for $125 Million in Revenue, driving topline growth by upselling and cross-selling into installed base customers. The group is also responsible for managing relationships with installed base customers, customer retention, revenue growth, and customer experience.

- The Services team, part of ECG follows a hybrid model with industry aligned Customer Solutions Engineers working through the pre-sales solution design, and post-sales integration process. The team is chartered to provide the highest levels of customer satisfaction by being the single point of technical contact for all things Akamai.

Responsibilities:

- Sales Alignment – Work hand-in-hand with their counterpart in Sales, typically a Regional Sales Manager/Director to protect and grow the business. The Services Manager and Sales Counterpart will develop account plans and work jointly to address regional customer satisfaction, competitive differentiation, and other elements of the business.

- Service Delivery – Manage cross functional team to deliver quality technical service delivery for customers. Requires willingness to thoroughly understand Akamai’s technology and the accountabilities of each function to successfully deliver service.

- Professional Development – Responsible for developing team’s consulting, technical, and leadership skills to achieve employee satisfaction and scale our business.

- Resource Planning and Allocation – Develops yearly/quarterly resource planning and allocation strategy, in alignment with the division leaders. This includes performance management, compensation, and hiring.

- Planning and Execution – Proactively drive initiatives to improve the pre-sales and service delivery capabilities of the service team to improve customer satisfaction.

- In addition, help achieve Sales strategic product and revenue goals and services revenue goals. This includes creating yearly strategic business plans and quarterly updates.

- Customer Satisfaction – one of the functions of the Services Manager is to deliver world class service and to drive customer satisfaction. Akamai measures this primarily through Net Promoter Score (NPS) model as a measure of success in customer satisfaction.

- Effective Communication – Proactively communicates team’s direction, goals and progress to field, GSS leadership, C-Level Akamai leaders, division heads, functional team, and peers.

- Global Functional Alignment – The Services Manager must ensure each function on the team follows the standards of the role. Consistency is critical to building scale in our business and the Services Manager is responsible for meeting consistency standards and managing to global functional metrics.

- Financial and Operations Management – Ensure core financial and operating metrics are managed effective in order to ensure team remains on track towards c-sat, services revenue, and other core metrics throughout the year.

Qualifications:

Basic Qualifications

- Education: Bachelor's Degree.

- Minimum of 7 years overall experience.

- Minimum of 2 years of team lead/team management experience.

Desired Qualifications

- Minimum of 3 years experience with Internet technologies, such as HTTP, DNS, SSL, etc.

- Minimum of 3 years’ experience supporting Fortune 500 customers & creating service/support strategies.

- Bachelor’s Degree in Engineering, CS, or related technical field preferred.

- Minimum of 3 years’ experience in a revenue management role (i.e., Engagement Manager, Business Development Manager, etc.).

- Experience in expanding customer service and support services revenue.

- Demonstrated operations and organization skills implementing and driving best practices in multi-office, cross functional organizations.

- Strong organization and analytical skills.

- Outstanding interpersonal skills, with a proven record of successfully building collaboration around important initiatives.

- Strong written and verbal communication skills. Successful track record of working and influencing matrixed organizations.

Interested candidates ,please send me your profile @ nasen@akamai.com