Customer Solutions Manager

• Serve as the primary dedicated point of contact for Ookla’s highest-valued customers
• Develop and grow relationships across customer business and technical organizations
• Educate, train, and support clients to optimize use of the product suite
• Resolve customer issues and questions; troubleshoot business and technical issues and drive escalation when needed
• Engage with Director and C-Level executives on business needs
• Partner with sales to review account health, identify growth opportunities, and assist with pre-sales activities
• Champion customer requirements within Ookla
• Participate in customer-requested meetings onsite or by phone
• Develop knowledge of new technologies to support customer growth
• Provide strategic guidance on business, product, and technical challenges involving Ookla’s data products
• Leverage AI tools for reporting, analysis, customer communication, and workflows
• Identify opportunities to automate repetitive customer success, technical analysis, and operational tasks
• Support AI-assisted dashboards, summaries, insights, and executive-ready outputs
• Use AI for market analysis, customer benchmarking, root-cause investigation, and trend identification
• Collaborate with product, data, and engineering teams on AI-driven use cases

• 5–10 years of enterprise-level, technology-related support or account management experience
• Exceptional customer focus and bias for action
• Experience supporting nascent products/services into new markets strongly desired
• Adept at establishing and developing relationships across customer organizations
• Strong technical problem-solving skills and ability to adapt to new technologies and learn quickly
• Experience with data analytics, including Tableau, SQL, and advanced Excel functions
• Experience visualizing big data for customers
• Experience in Data Modelling and AI & ML desirable
• Familiarity with internet, cellular, and broadband technology and infrastructure
• At least some experience with RAN/RF
• Self-motivated with appropriate urgency and follow-through
• Strong verbal and written communication skills across all organizational levels
• Knowledge of Ookla product offerings or similar technology-based product offerings
• Ability to travel regularly to meet existing clients and attend corporate/team functions
• Strategic thinking and ability to understand the big picture
• Global business experience a plus
• Technical Program or Project Management experience a plus
• B.A./B.S. degree or equivalent
• Master’s degree or international business education a plus

• Flexible, inclusive work environment
• Opportunity to continuously learn new technologies
• Opportunity to attend Ookla corporate and team functions