Akamai - Manager - Client Service

Job Title : Client Service Manager - US Shift

Exp : 3 - 8 Yrs

Location : Bangalore

Shift Timings : 6PM - 3 AM / 8PM - 5 AM

About the Job

- We are seeking a highly engaging business professional with high standards of Customer Service, to become a Client Service Manager (CSM) within a nominated Geography.

- The CSM will be a representative of our Customers and is chartered with driving a positive customer experience.

- Among other activities, the CSM will be responsible for the initial engagement, coordination and facilitation of Customer requirements.

About the Team

Akamai's Account Management Group is the central point of contact, which liaises between the customer and various Akamai departments of business and technical experts. It consists of Client Service Managers, who manage the first and overall engagement, and Account Service Managers, who manage the quality fulfillment of Customer needs, according to selected Service tiers.

This team is pivotal to the overall Customer Experience and operational efficiencies of the Services organization.

Responsibilities:

- Act as a primary point of contact for a named Customer base to own, manage and escalate business & service issues.

- Align and work closely with the Sales team to manage customer relationships, drive customer satisfaction and achieve business objectives

- Advocate Customer requirements and expectations within Akamai

- Manage / Contribute to Regional and Global Customer programs

- Accomplish KPI targets set around responsiveness, proactivity, quality and compliance

Qualifications:

- Bachelor's degree or equivalent

- 2+ years of experience in a Customer-facing environment, such as Service Desk, account management or similar

- Excellent problem solver; ability to troubleshoot in a geographically distributed organization

- Experience in a KPI orientated role

- Understanding of internet and internet related technologies

- Good business writing and communication skills

Interested candidate, Please share your updated CV along with below details.

Current CTC:

Expected CTC:

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