Customer Solutions Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Serve as the main, dedicated contact for many of Ookla’s most valued clients.

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

• Educate, train, and assist clients to maximize the use of the product suite.

• Address customer inquiries and issues; troubleshoot business and technical problems and escalate when necessary.

• Collaborate with Directors and C-Level executives to fulfill business requirements.

• Partner with the sales team to evaluate account health, uncover growth opportunities, and aid in pre-sales endeavors.

• Represent customer needs within Ookla.

• Participate in onsite or phone meetings as requested by customers.

• Acquire knowledge and application of new technologies to foster customer development.

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

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

• Identify chances to automate repetitive tasks in customer success, technical analysis, and operations.

• Support AI-driven dashboards, summaries, insights, and executive-ready deliverables.

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

• Collaborate with product, data, and engineering teams on AI-driven applications.

⛳️ Requirements

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

• Outstanding customer focus and a proactive approach.

• Demonstrated experience in supporting emerging products/services in new markets is highly desirable.

• Ability to build and nurture relationships within customer organizations.

• Proficient technical problem-solving abilities and a capacity to adapt to new technologies and learn swiftly.

• Experience in data analytics, including tools such as Tableau, SQL, and advanced Excel functions.

• Proven ability to visualize large data sets to illustrate value and quality to clients.

• Experience in Data Modeling and familiarity with AI & ML is preferred.

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

• Some familiarity with RAN/RF is beneficial.

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

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

• Knowledge of Ookla’s product offerings or similar technology-based products is advantageous.

• Willingness to travel regularly to meet with existing clients and attend corporate and team events.

• Strategic thinker with the ability to grasp the broader context.

• Global business experience is a plus, particularly in supporting international clients.

• Experience in Technical Program or Project Management is an added advantage.

• Bachelor’s degree or equivalent is required.

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

🏝️ Benefits

• Flexible and inclusive work environment.

• Opportunity for continuous learning of new technologies.

• Chance to attend Ookla corporate and team events.