Customer Solutions Manager
Ookla
IndiaremotePosted 1 month ago
Skill Required
Customer-Success-ManagementTechnical-Account-ManagementCustomer-SolutionsAccount-ManagementPre-Sales-EngineerCustomer-Solutions-ManagerClient-Solutions-ManagerMachine LearningData WarehousingExcelCybersecurityEngineeringnetworkingdevelopinganalyticsbuildingTableauwrittenPythonSQLandAIFulltime
Key highlights
- Required experience: 5-10 years of enterprise-level, technology-related support or account management
- Focus area: Complex Wi-Fi networking challenges and connectivity intelligence
- Fast-growing global company (Ookla, an Accenture company)
- AI integration emphasized across reporting, analysis, and customer workflows
- Regular travel expected to meet clients and attend corporate/team functions
- Base pay range listed as placeholder (x - x); individual pay varies by multiple factors
Role overview
Ookla is seeking a talented Customer Solutions Manager to play a key role in its Customer Solutions team. You will be instrumental in delivering high-quality solutions that meet the needs of users and clients, serving as the primary contact for many of Ookla's highest valued customers. This is a unique opportunity to contribute to the success of a rapidly growing company with a global footprint, solving complex Wi-Fi networking challenges and driving customer success.
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
- 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
Requirements
- 5 - 10 years of enterprise-level, technology-related support or account management experience
- Exceptional customer focus and bias for action
- Adept at establishing and developing relationships across customer organizations
- Strong technical problem solving skills with a demonstrated ability to adapt to new technologies and learn quickly
- Experience with data analytics, including applications like Tableau, SQL and advanced Excel functions
- Experience visualizing big data to demonstrate value and quality to customers
- Familiarity with internet, cellular and broadband technology and infrastructure
- At least some experience with RAN/RF
- Self-motivated with a track record of appropriate urgency and follow-through
- Strong verbal and written communications skills with both clients and internal audiences, able to effectively communicate across all levels of the organization
- Knowledge and expertise with Ookla's product offerings, including our licensing, data, and awards, or experience with similar technology-based product offerings
- Ability to travel regularly to meet and connect with existing clients, and to attend Ookla corporate and team functions
- Strategic thinker with the ability to see/understand the big picture
- B.A./B.S. degree or equivalent
Nice to have
- Strong history with Telecom RF & Machine Learning
- Experience with SQL, Python & Tableau
- Experience supporting nascent products/services into new markets
- Experience in Data Modelling and AI & ML desirable
- Global business experience a plus, with special focus on supporting the needs of an international customer base
- Technical Program or Project Management experience a plus
- Master's degree or international business education a plus
Benefits
- Flexible, inclusive work environment that values creativity, collaboration, and individual expression
- Unique opportunity to play a key role in the success of a rapidly growing company with a global footprint
- Values curiosity, innovation and willingness to continuously learn new technologies
Additional details
- We are looking for the right person, not the exact list of requirements. If you believe your life experience has prepared you for similar challenges, we'd like to hear from you.
- Ookla, an Accenture company, is a global leader in connectivity intelligence that brings together the trusted expertise of Speedtest®, Downdetector®, Ekahau®, and RootMetrics® to deliver unmatched network and connectivity insights.
- Accenture helps the world's leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed for organizations across industries. We serve approximately 9,000 clients and generated approximately $70 billion in FY25 revenue.
- Compensation Range: The salary compensation for this role is x - x. Factors that may be used to determine actual pay may include your specific job related knowledge, skills, experience, and geographic location. Individual pay within the compensation range is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.