Customer Solutions Manager

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

📋 Description

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

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

• Train, educate, and assist our clients to ensure optimal use of our product suite.

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

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

• Collaborate with Director and C-Level executives to support their business needs.

• Work internally with the sales team to periodically assess account health and identify potential growth opportunities within your accounts, while also assisting with pre-sales activities.

• Advocate for customer requirements within Ookla, serving as their voice.

• Attend customer-requested meetings, whether onsite or via phone.

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

• Strategically consider business, product, and technical challenges to help customers leverage Ookla’s data products effectively.

• Utilize AI tools to enhance efficiency in reporting, analysis, customer communication, and internal processes.

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

• Assist in the creation of AI-supported dashboards, summaries, insights, and executive-ready outputs.

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

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

⛳️ Requirements

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

• Outstanding customer focus and a proactive approach.

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

• Skilled in establishing and nurturing relationships across customer organizations.

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

• Experience with data analytics, including tools like Tableau, SQL, and advanced Excel functions.

• Proficient in visualizing large datasets to showcase value and quality to clients.

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

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

• Some experience with RAN/RF is beneficial.

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

• Excellent verbal and written communication skills with both clients and internal stakeholders.

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

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

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

• Global business experience is a plus, especially in supporting international customer needs.

• Technical Program or Project Management experience is an advantage.

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

🏝️ Benefits

• Competitive salaries.

• Comprehensive health and wellness-focused benefits.

• Paid time off as needed.

• Employee Resource Groups.

• Company-sponsored events.

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

• Employee engagement initiatives.

• Recognition awards.