Customer Solutions Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the primary dedicated liaison for Ookla’s most valued clients.

• Cultivate and enhance relationships within customers’ business and technical teams.

• Provide education, training, and support to clients to maximize the utilization of Ookla’s product suite.

• Address customer inquiries and issues, personally troubleshooting both business and technical challenges.

• Facilitate issue escalation within Ookla as necessary.

• Engage with Directors and C-Level executives to discuss business needs.

• Collaborate with sales to assess account health, pinpoint growth opportunities, and aid in pre-sales efforts.

• Represent customer requirements within Ookla.

• Attend meetings requested by customers either onsite or via phone.

• Acquire knowledge of new technologies to promote customer growth.

• Tackle business, product, and technical challenges related to Ookla’s data products.

• Utilize AI tools for reporting, analysis, customer communications, and internal processes.

• Recognize opportunities to automate repetitive tasks related to customer success, technical analysis, and operations.

• Support AI-driven dashboards, summaries, insights, and outputs suitable for executives.

• Employ AI for market analysis, customer benchmarking, root-cause investigation, and trend identification.

• Work in collaboration with product, data, and engineering teams on AI-enhanced use cases.

⛳️ Requirements

• 5–10 years of experience in enterprise-level, technology-related support or account management.

• Outstanding customer focus and a proactive approach.

• Experience in introducing new products/services to emerging markets is highly desirable.

• Skilled at building and nurturing relationships across customer organizations.

• Strong technical problem-solving abilities and adaptability to new technologies with a rapid learning curve.

• Experience in data analytics, including tools like Tableau, SQL, and advanced Excel functionalities.

• Proven ability to visualize large datasets to showcase value and quality to customers.

• Familiarity with Data Modeling and knowledge of AI & ML is preferred.

• Understanding of internet, cellular, and broadband technology and infrastructure.

• Some experience with RAN/RF is beneficial.

• Self-driven with a sense of urgency and commitment to follow-through.

• Excellent verbal and written communication skills across all organizational levels.

• Familiarity with Ookla product offerings, including licensing, data, and awards, or similar tech-based products.

• Willingness to travel regularly to engage with existing clients and participate in corporate and team events.

• Capability for strategic thinking and an understanding of the broader business context.

• Global business experience is a plus, particularly in supporting an international customer base.

• Experience in Technical Program or Project Management is advantageous.

• Bachelor’s degree or equivalent is required.

• A Master’s degree or international business education is a plus.

🏝️ Benefits

• Flexible and inclusive working environment.

• Encouragement of creativity, collaboration, and individual expression.

• Opportunity to be part of a rapidly expanding company with a global presence.

• Participation in Ookla corporate and team events.

• Travel opportunities to meet and engage with existing clients.