Customer Solutions Manager

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

📋 Description

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

• Proactively cultivate and enhance relationships within your customer’s business and technical teams.

• Provide education, training, and support to our clients to maximize the use of our product offerings.

• Function as the primary resolution point for any inquiries or issues presented by your clients.

• Personally address customer-facing business and technical challenges, and manage issue escalation within Ookla as necessary.

• Engage with Directors and C-Level executives to address their business requirements.

• Collaborate internally with the sales team to periodically assess account health, identify growth opportunities within your accounts, and assist with pre-sales efforts.

• Advocate for customer needs within Ookla (be their voice).

• Attend customer-requested meetings (either onsite or remotely).

• Continuously enhance your own understanding and application of emerging technologies to support and foster customer growth.

• Strategically consider business, product, and technical issues as you assist customers in leveraging Ookla’s data products.

• Utilize AI tools to boost efficiency in reporting, analysis, customer communication, and internal operations.

• Identify opportunities to automate repetitive tasks within customer success, technical analysis, and operational workflows.

• Aid in the creation of AI-assisted dashboards, summaries, insights, and executive-ready deliverables.

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

• Work with product, data, and engineering teams to investigate AI-driven use cases that enhance customer value.

⛳️ Requirements

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

• Exceptional commitment to customer focus and a strong sense of urgency.

• Experience in bringing emerging products/services into new markets is highly preferred.

• Skilled in establishing and nurturing relationships across client organizations.

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

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

• Experience in visualizing large datasets to convey value and quality to clients.

• Knowledge of Data Modeling, AI, and ML is advantageous.

• Familiarity with internet, cellular, and broadband technology and infrastructure.

• Some experience with RAN/RF is beneficial.

• Self-driven with a proven record of appropriate urgency and follow-through.

• Excellent verbal and written communication skills with both clients and internal teams, capable of effectively conveying information across all organizational levels.

• Knowledge of Ookla’s product offerings, including licensing, data, and awards, or experience with similar technology-based products.

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

• Strategic thinker with the ability to grasp the overarching picture.

• Global business experience is a plus, especially in catering to the needs of an international clientele.

• Experience in Technical Program or Project Management is advantageous.

• A B.A./B.S. degree or equivalent is required; a Master’s degree or international business education is a plus.

🏝️ Benefits

• Competitive salaries.

• Comprehensive health and wellness-focused benefits.

• Paid time off.

• Work-life balance.

• Employee Resource Groups.

• Company-sponsored events.

• Regular opportunities for professional development through educational support, mentorship programs, and career advancement resources.