Support Delivery manager - French (Hea Job/ 342)

escalations and drive problem prevention.

As a Support Delivery Manager, you will be responsible for:

• Taking ownership for managing the support experience of strategic accounts and playing a trusted advisor role in ensuring customer satisfaction
• Owning a data driven approach to inform, support, introduce process improvements and operational efficiency for our customers
• Collaborating with and coordinating technical support, engineering, product management and account teams to resolve customer incidents and escalations
• Driving incident reviews and introduction of resulting process improvements
• Managing problem prevention, often long-term, to help resolve repeated or systemic problems

Do what you love

To be successful in this role you will:

• Have fluency in English and French.
• Have extensive support experience working in account management or customer success role in a technical environment
• Be well versed in how the internet works, it's networks and protocols e.g. TCP/IP, HTTP, DNS, TLS/SSL
• Have experience with content delivery performance, cloud computing, cybersecurity incident management and attack mitigation techniques
• Be familiar with crisis, problem, incident and/or escalation management
• Have an empathetic approach to customers, be creative, self-driven and passionate in shaping tailored support improvements