Customer Solutions Manager

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

📋 Description

• Act as the primary point of contact dedicated to Ookla’s most valued customers.

• Foster and enhance relationships across both business and technical sectors of customer organizations.

• Train, educate, and support clients to maximize their use of the product suite.

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

• Interact with Directors and C-Level executives to understand business requirements.

• Collaborate with sales to assess account health, pinpoint growth opportunities, and support pre-sales activities.

• Advocate for customer needs within Ookla.

• Attend customer-requested meetings either onsite or via phone.

• Acquire knowledge of new technologies to facilitate customer growth.

• Provide strategic insights on business, product, and technical challenges related to Ookla’s data products.

• Utilize AI tools for reporting, analysis, customer communication, and workflow management.

• Identify automation opportunities for repetitive customer success, technical analysis, and operational tasks.

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

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

• Work in conjunction with product, data, and engineering teams on AI-driven initiatives.

⛳️ Requirements

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

• A strong focus on customer satisfaction and a proactive approach.

• Previous experience introducing new products/services into emerging markets is highly desirable.

• Skilled at building and nurturing relationships within customer organizations.

• Excellent technical problem-solving abilities and the capacity to quickly adapt to new technologies.

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

• Experience in visualizing large datasets for customers.

• Knowledge in Data Modeling and AI & ML is preferred.

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

• Some familiarity with RAN/RF is a plus.

• Self-driven with urgency and effective follow-through.

• Strong verbal and written communication skills across all levels of the organization.

• Familiarity with Ookla product offerings or similar technology-based products.

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

• Ability to think strategically and grasp the broader context.

• Global business experience is advantageous.

• Experience in Technical Program or Project Management is a plus.

• B.A./B.S. degree or equivalent is required.

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

🏝️ Benefits

• Flexible and inclusive work environment.

• Opportunities for continuous learning of new technologies.

• Chance to participate in Ookla corporate and team events.