Customer Solutions Manager

Act as the primary, dedicated point of contact for many of Ookla’s highest valued customers

Actively develop and grow relationships across your customer’s business and technical organizations

Educate, train, and support our clients to ensure optimum utilization of our product suite

Act as the primary resolution function for any issues or questions raised by your customers

Personally troubleshoot customer-facing business and technical issues, and drive issue escalation within Ookla as needed

Engage with Director and C-Level executives in support of their business needs

Partner internally with the sales team to periodically review account health and identify opportunities for future growth within your accounts, and assist with pre-sales activities

Champion and advocate for customer requirements within Ookla (be their voice)

Participate in customer requested meetings (onsite or via phone)

Continually develop your own knowledge and application of new technologies to support and enable growth of our customers

Think strategically about business, product, and technical challenges as you help our customers take advantage of Ookla’s data products.

Leverage AI tools to improve efficiency in reporting, analysis, customer communication, and internal workflows.

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

Support the development of AI-assisted dashboards, summaries, insights, and executive-ready outputs.

Use AI to accelerate market analysis, customer benchmarking, root-cause investigation, and trend identification.

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

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