Customer Solutions Manager

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Ziff Davis

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1927

📱 Media

💰 $650M Post-IPO Debt on 2017-06

Media • Technology • Internet

Ziff Davis is a multi-billion dollar digital media and internet company, home to over 40 leading brands in technology, shopping, gaming and entertainment, connectivity, health and wellness, cybersecurity, and martech. With a focus on mergers and acquisitions, Ziff Davis has deployed around $3 billion in capital, leveraging its deep industry knowledge, technological expertise, and investment acumen. The company is committed to corporate responsibility, emphasizing diversity, equity, and inclusion, as well as environmental, social, and governance practices. Ziff Davis serves millions of customers worldwide, offering a diverse range of digital media and internet services.

📋 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, and drive issue escalation within Ookla as needed • 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 within your accounts, and assist with pre-sales activities • Champion and advocate for customer requirements within Ookla (be their voice) • 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 as you help our customers take advantage of Ookla’s data products • Leverage AI tools to improve efficiency in reporting, analysis, customer communication, and internal workflows • Identify opportunities to automate repetitive tasks across customer success, technical analysis, and operational processes • Support the development of AI-assisted dashboards, summaries, insights, and executive-ready outputs • Use AI to accelerate market analysis, customer benchmarking, root-cause investigation, and trend identification • Collaborate with product, data, and engineering teams to explore AI-driven use cases that improve customer value.

🎯 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 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 a track record of appropriate urgency and follow-through • Strong verbal and written communications skills with both clients and internal audiences, able to effectively communicate across all levels of the organization • Knowledge and expertise with Ookla’s product offerings, including our licensing, data, and awards, or experience with similar technology-based product offerings • Ability to travel regularly to meet and connect with existing clients, and to attend Ookla corporate and team functions • Strategic thinker with the ability to see/understand the big picture • Global business experience a plus, with special focus on supporting the needs of an international customer base • 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

• competitive salaries in addition to robust, health and wellness-focused benefits • paid time off when you need it • creating an environment where everyone feels valued, respected, and empowered to succeed • Employee Resource Groups • company-sponsored events • regular opportunities for professional growth through educational support • mentorship programs • career development resources • employee engagement programs and recognition awards