Customer Solutions Manager

Role Overview

• 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

Tech Stack

• SQL
• Tableau

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