Customer Solutions Manager

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Ookla

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2006

📡 Telecommunications

🏢 Enterprise

Telecommunications • Enterprise

Ookla is a leading provider of network intelligence and connectivity insights. The company offers a wide range of solutions including network planning and optimization, service disruption management, and network testing. Ookla's products, such as Speedtest, Downdetector, and Ekahau, are used by mobile network operators, internet service providers, governments, and enterprises to enhance digital experiences and optimize network performance. Ookla also provides market reports and data-driven insights that inform policy and infrastructure decisions related to telecommunications. Trusted by consumers, businesses, operators, and governments worldwide, Ookla plays a critical role in measuring and analyzing network performance and quality of service.

📋 Description

• Act as the primary, dedicated point of contact for many of Ookla’s highest valued customers • Actively develop and grow relationships across your customer’s business and technical organizations • Educate, train, and support our clients to ensure optimum utilization of our product suite • Act as the primary resolution function for any issues or questions raised by your customers • Personally troubleshoot customer-facing business and technical issues • Engage with Director and C-Level executives in support of their business needs • Partner internally with the sales team to periodically review account health and identify opportunities for future growth • Champion and advocate for customer requirements within Ookla • Participate in customer requested meetings (onsite or via phone) • Continually develop your own knowledge and application of new technologies to support and enable growth of our customers • Think strategically about business, product, and technical challenges • Leverage AI tools to improve efficiency in reporting, analysis, customer communication, and internal workflows • Identify opportunities to automate repetitive tasks

🎯 Requirements

• 5-10 years of enterprise-level, technology-related support or account management experience • Exceptional customer focus and bias for action • Experience supporting nascent products/services into new markets is strongly desired • Adept at establishing and developing relationships across customer organizations • Strong technical problem solving skills with a demonstrated ability to adapt to new technologies and learn quickly • Experience with data analytics, including applications like Tableau, SQL and advanced Excel functions • Experience visualizing big data • Experience in Data Modelling and AI & ML desirable • Familiarity with internet, cellular and broadband technology and infrastructure • At least some experience with RAN/RF • Strong verbal and written communications skills with clients and internal audiences • Knowledge and expertise with Ookla’s product offerings • Ability to travel regularly to meet and connect with existing clients • Strategic thinker with the ability to see/understand the big picture • Global business experience a plus

🏖️ Benefits

• Competitive salaries • Health and wellness-focused benefits • Paid time off • Employee Resource Groups • Company-sponsored events • Educational support • Mentorship programs • Career development resources • Employee engagement programs • Recognition awards