Senior II Technical Program Manager

Job Description

Would you like to make our customers successful?

Would you like to shaping the future of how we engage, support, and deliver value to Akamai customers at scale.

Join Our

Are you motivated to architect Customer Success practices by transforming data, process, and strategy into measurable impact? Join us in shaping the future of how we engage, support, and deliver value to Akamai customers at scale.

Partner with the best

We succeed when our customers succeed. This role ensures impactful customer experiences via smart platforms, processes, and proactive insights. As a Customer Success Strategist, collaborate across teams to define processes, gather requirements, and develop roadmaps. Oversee data, technology, and reporting implementations to enhance Customer Success functions, health scoring, and engagement strategies effectively.

As a Program Manager Senior II Technical, you will be responsible for:

• Driving alignment between Customer Success Initiatives and Akamais strategic goals
• Defining and delivering the Customer Success Operations roadmap, in collaboration with stakeholders across CS, IT, and analytics
• Partnering with developers and platform teams to shape the Customer Success Platform and digital engagement tools.
• Designing and evolving health scoring frameworks in collaboration with data architects, analysts and developers.
• Documenting and Communicating processes and platform changes to key internal stakeholders
• Monitoring adoption, usage, and impact metrics for Customer Success processes while driving improvements based on stakeholder feedback, adoption, and performance indicators.
  
  

Do What You Love

To be successful in this role you will:

• Possess 5 to 8 of experience managing projects within cross-functional or technical teams with relevant academic and professional background.
• Specialize in Salesforce Service Cloud and Customer Success tools expertise, ensuring effective platform utilization and streamlined customer engagement processes.
• Demonstrate expertise in Customer Success strategies and digital engagement frameworks.
• Demonstrate exceptional interpersonal, communication, and organizational abilities while adapting to a dynamic setting with evolving priorities.
• Demonstrate a passion for excellence through sound judgment, solid decision making and contingency planning
• Prioritize customer needs while delivering measurable outcomes effectively.
  
  

Work in a way that works for you

FlexBase, Akamais Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.

Learn what makes Akamai a great place to work

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

We power and protect life online, by solving the toughest challenges, together.

At Akamai, were curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, youll thrive here.

Working for you

Benefits

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors
  
  

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About Us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the worlds most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!

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