Customer Solutions Manager

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.

• 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