Customer Solutions Manager

Customer Solutions Manager

Position at Ookla: 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. If you're excited about solving complex Wi-Fi networking challenges for customers and driven by customer success, we'd love to meet you.

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.
• 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.

Job Qualifications 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.

• 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 is strongly desired
• 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
• 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 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
• 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
• B.A./B.S. degree or equivalent, Master's degree or international business education a plus

About Ookla 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. By combining multi-source data with industry-leading expertise, we transform network performance metrics into strategic, actionable insights. Our solutions empower service providers, enterprises, and governments with the critical data and insights needed to optimize networks, enhance digital experiences, and help close the digital divide. At the same time, we amplify the real-world experiences of individuals and businesses that rely on connectivity to work, learn, and communicate. From measuring and analyzing connectivity to driving industry innovation, Ookla helps the world stay connected. Our Benefits Ookla offers competitive salaries in addition to robust, health and wellness-focused benefits. We are committed to work-life balance with paid time off when you need it. At Ookla, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources. Our employees are recognized and celebrated through employee engagement programs and recognition awards. If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then Ookla is the place for you.

Compensation Range Ookla provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is 360,000SAR - 450,000SAR. Individual pay within the compensation range for this business unit specific role 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.

Ookla is an Equal Opportunity Employer. At Ookla, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive.