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 • Develop and grow relationships across customers’ business and technical organizations • Educate, train, and support clients to ensure optimum utilization of the product suite • Resolve customer issues and questions; troubleshoot business and technical issues and drive escalation as needed • Engage with Director and C-Level executives to support business needs • Partner with sales to review account health, identify growth opportunities, and assist with pre-sales activities • Advocate for customer requirements within Ookla • Participate in customer-requested onsite or phone meetings • Develop knowledge and application of new technologies to support customer growth • Think strategically about business, product, and technical challenges involving Ookla’s data products • Leverage AI tools for reporting, analysis, customer communication, and internal workflows • Identify opportunities to automate repetitive customer success, technical analysis, and operational tasks • Support AI-assisted dashboards, summaries, insights, and executive-ready outputs • Use AI for market analysis, customer benchmarking, root-cause investigation, and trend identification • Collaborate with product, data, and engineering teams on AI-driven use cases

🎯 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 strongly desired • Ability to establish and develop relationships across customer organizations • Strong technical problem-solving skills and ability to adapt to new technologies and learn quickly • Experience with data analytics, including Tableau, SQL, and advanced Excel functions • Experience visualizing big data to demonstrate value and quality to customers • Experience in Data Modelling and AI & ML desirable • Familiarity with internet, cellular, and broadband technology and infrastructure • At least some experience with RAN/RF • Self-motivated with appropriate urgency and follow-through • Strong verbal and written communication skills across all organizational levels • Knowledge of Ookla’s product offerings or similar technology-based product offerings • Ability to travel regularly to meet existing clients and attend corporate and team functions • Strategic thinking and ability to understand the big picture • Global business experience a plus, especially supporting international customers • Technical Program or Project Management experience a plus • B.A./B.S. degree or equivalent • Master’s degree or international business education a plus

🏖️ Benefits

• Flexible, inclusive work environment • Flexible work environment • Opportunity to continuously learn new technologies • Opportunity to attend Ookla corporate and team functions