Job description

Description

Position at Ookla

We are looking for an innovative, hands-on, customer-focused Account Manager to work directly with our highest valued customers in the APAC, providing support as they use our products and services. As an Account Manager, you will partner with sales and other internal teams to ensure all customer needs are met. You will need to be exceptionally flexible and have a demonstrated ability to solve a wide range of complex technical and business challenges.

The ideal candidate will be located in APAC and possess an uncanny ability to multi-task and independently prioritize their time to maximize business and customer benefit. They will be able to interact effectively across a wide range of functional roles and problem spaces, and will possess tremendous attention to detail. They will be able to work in an extremely fast paced, highly ambiguous, rapidly evolving environment. The ideal candidate must be able to communicate effectively with technical and non technical groups across multiple geographies, and be able to develop strong customer relationships.

Responsibilities

In the Account Manager role, your broad responsibilities will include:

Act as the primary, dedicated point of contact for many of Ookla’s highest valued customers in the APAC region
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

Requirements

5-10 years of enterprise-level, technology-related support or account management experience
Experience in the Telecommunications market
Experience with data analytics using SQL and advanced Excel
Experience with Tableau is a plus
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 visualizing big data to demonstrate value and quality to customers
Familiarity with internet, cellular and broadband technology and infrastructure
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 clients in the region.
Strategic thinker with the ability to see/understand the big picture
Global business experience, 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