| Location: | Cambridge, MA, US | Posted Date: | 2014-01-10 00:00:00.0 |
| Cost Center: | 616 | Category: | Technical Support |
| ID: | 9611 |
Overview:
About the Job
Do you want to lead the Digital Media North American technical support team for one of the most innovative internet software companies, providing service to 5,000+ of the leading media, retail, and high tech sites in the world? Do you wake up each morning with the passion to lead a technical team that is second to none, establishing and creating industry standards for customer excellence?
As the Director for the Americas Digital Media Technical Support at Akamai Technologies, you will be responsible for leading the team providing mission critical technical support for the world’s most demanding and pioneering digital media customers and be part of the largest online events streamed on the internet. You are the change agent responsible for providing strategic oversight, optimizing operations, growing the team, and continuously improving the metrics to reflect an industry leading customer support experience. You will innovate and implement strategies to effectively scale the support organization to successfully support a rapidly expanding global customer base and product portfolio. As support leader of the Americas team, you will be responsible to drive and create revenue while providing oversight to teams in Cambridge, San Mateo, Costa Rica and Bangalore. As a voice of the customer, you will also influence the way our products are developed, implemented to improve the overall customer experience, and drive quality and usability into the development process for our customers.
Responsibilities:
* Provide strategic leadership and direction to the newly created 50 person and growing Americas Digital Media Technical Support organization.
* Ensure delivery of industry leading technical support and meet mission critical support offerings in the Americas.
* Improve business metrics which track service quality, effectiveness, and customer satisfaction of the team.
* Increase support revenue and customer attach rates.
* Successfully refine delivery models for scaling the rapidly growing support organization and improving efficiencies through innovative thinking.
* Lead the strategy for implementing Customer Experience success as the voice of America’s Digital Media Support.
* Provide oversight to the support team in order for customer escalations to be satisfactorily met within a 24/7 service delivery model.
* Developing the support team, including building staffing and resource models as well as coaching and mentoring managers to develop the next set of leaders.
Qualifications:
Basic Qualifications
* 12+ years of experience in increasingly complex roles supporting Digital Media and enterprise customers in a 24x7 service environment.
* 5+ years managing a distributed support team.
Desired Qualifications
* Proven success in scaling a customer support organization in a high-growth, geographically dispersed environment.
* Proven success in translating business strategies into executable plans.
* Previous experience in managing and developing managers.
* Experience in effectively leveraging CRM systems, knowledge bases, and online self-help tools in an overall support strategy.
* Knowledge of internet, networking, security and internet technologies.
Other Information
* Is relocation available for this position: Yes
* Is US Citizenship required: No
* Is a Security Clearance Required: No but an added benefit
* If yes, applicants selected will be subject to a government security investigation & must meet eligibility requirements for access to classified information.
About Akamai:
Akamai® is the leading cloud platform for helping enterprises provide secure, high-performing user experiences on any device, anywhere. At the core of the company’s solutions is the Akamai Intelligent PlatformTM providing extensive reach, coupled with unmatched reliability, security, visibility and expertise. Akamai removes the complexities of connecting the increasingly mobile world, supporting 24/7 consumer demand, and enabling enterprises to securely leverage the cloud. To learn more about how Akamai is accelerating the pace of innovation in a hyperconnected world, please visit www.akamai.com and follow @Akamai on Twitter.
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Akamai Technologies is an Affirmative Action, Equal Opportunity employer (M/F/D/V) that values the strength that diversity brings to the workplace.