About the Job
Engagement Managers are focused on maximizing customer satisfaction, retention, and growth by building and maintaining strong and long-term customer relationships, giving technical advice, driving value re-enforcement and adoption of services, and aligning and differentiating solutions and support based on specific customer needs. The Engagement Manager (EM) is the “go-to person” for any Akamai- or Internet-related technical question a customer might have and is also the customer’s advocate within the Akamai organization that enables access to additional experts, gives insight into forthcoming developments and supports smooth running processes. As a member of our Integrated Account Teams (IAT) the EM is collaborating with Sales, Pre-Sales and other Akamai functions to expand the breadth and depth of Akamai services adoption.
About the Team
Engagement Managers are part of our Global Services & Support (GSS) team, working with Sales, Business Support and Professional Services to deliver high value Akamai solutions to our top accounts. Engagement Managers represent a combination of technical advisor, technical account manager and service manager for our largest and most important customers and always seek to provide the “right” solution based on our customer’s needs and business requirements.
Our Engagement Managers possess the highest levels of both business and technical acumen - understanding customer business drivers, matching those to Akamai's technologies, and clearly articulating complex solutions to various technical and business stakeholders.
Serve as central point of contact for technical and Services-related questions
Orchestrate and provide oversight over the extend Akamai team working for your customers from a technical and Services perspective
Regularly review on-going with your customers and ensure continuous alignment with the customer’s needs and business requirements (=> demonstrate Akamai’s business value)
Develop and manage strategic plans for and with your customers, including a roadmap of future new projects/ activities and identification of opportunities for growth
Conduct customer presentations and product demonstrations to educate customers on how to better incorporate Akamai services and drive more business value
Team effectively with other parts of the Akamai organization including Support and Product Management to address and resolve customer issues
Support improvement of operational tasks/processes in the interest of you customers, e.g. in case of issues related to billing, staffing or utilization management
Education: Bachelor’s Degree in Engineering, Computer Science, or related technical field
Experience: min. 4 years, min. 2 years customer facing, preferably in technical consulting
Detailed knowledge of Internet technologies and the online industry, e.g. website development, security, web performance, online media, video streaming, …
Self-driven with good business judgement and experience in developing and enhancing strong client relationships
Excellent written, verbal, and presentation skills to both technical and management clients
Must be willing to travel to customers approximately 30% of the time
Fluent in English and German language