Customer Solutions Manager
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Key skills for this role
About the Role
Ookla seeks a Customer Solutions Manager to serve as the primary point of contact for high-value customers, troubleshoot technical issues, and drive customer success. Requires experience in Telecom RF & Machine Learning, plus SQL, Python, and Tableau skills.
Key Skills for This Role
Responsibilities
- 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
- Champion and advocate for customer requirements within Ookla
- Participate in customer requested meetings (onsite or via phone)
- 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
Requirements
- Strong history with Telecom RF & Machine Learning
- Experience with SQL, Python & Tableau when needed
- Ability to troubleshoot customer facing business and technical issues
- Experience engaging with Director and C Level executives
- Willingness to continuously learn new technologies
Full Job Posting
The Opportunity
- We are looking for a talented Customer Solutions Manager to play a key role in the Customer Solutions team.
- You have a strong history with Telecom RF& Machine Learning and ideally, you have some experience with SQL, Python & Tableau when needed.
- You'll be instrumental in delivering high quality solutions that meet the needs of our users and clients.
- We value curiosity, innovation and willingness to continuously learn new technologies.
- This is a unique opportunity to play a key role in the success of a rapidly growing company with a global footprint.
- We foster a flexible, inclusive work environment that values creativity, collaboration, and individual expression.
Key Responsibilities
- 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.
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