Description

Ookla® is a global leader in connectivity intelligence, offering unparalleled network insights through the combined expertise of Speedtest®, Downdetector®, RootMetrics®, and Ekahau®. Ookla’s complementary datasets combine crowdsourced and controlled, public and private collection methods, QoS and QoE metrics, and more to unlock correlations and actionable insights — helping organizations optimize networks, enhance digital experiences, and create better connected experiences for end-users.Our team is a group of people brought together through passion and inspired by possibility. We are looking for team members who love solving problems, are motivated by challenges, and enjoy turning clever ideas into exceptional products. When you work for us, you are using Ookla data and insights to advance our mission of better connectivity for all.We're currently in search of a dynamic, innovative, customer-focused Technical Account Manager to work directly with our highest valued customers in the US, providing support as they use our products and services. In this role you'll collaborate closely with sales and internal teams, ensuring all customer needs are not just met but exceeded. Flexibility is key, as you'll be expected to adeptly navigate a spectrum of complex technical and business challenges.

 

The ideal candidate will have ISP experience, is adept at multitasking, and possess a knack for prioritizing tasks to maximize business and customer value. They must excel in interfacing across various functional roles and problem domains while maintaining meticulous attention to detail. Thriving in a fast-paced, ever-evolving environment is crucial, as is the ability to communicate effectively across diverse geographies and cultivate strong customer relationships.

 

Key Responsibilities:Serve as the primary contact for Ookla's Tier 2, Tier 3 and Tier 4 ISP customers in the US, ensuring their needs are promptly addressed.Educate, train, and support clients to optimize their utilization of our product suite.Resolve customer queries and issues promptly, escalating when necessary within Ookla.Actively develop and grow relationships across your customer’s business and technical organizations.Participate in customer meetings as requested, whether onsite or remote.Personally troubleshoot customer-facing business and technical issues, and drive issue escalation within Ookla as needed.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).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.

Requirements:The heading says “requirements” but we’re looking for the right person not the exact list. If your life experience prepares you for similar challenges, we’d like to hear from you.5-10 years of enterprise-level technology-related support or technical account management experience.Experience in the Telecommunications market (fixed and/or mobile networks, access), ideally working with ISPs. Strong verbal and written communications skills, able to effectively communicate across all levels of internal and client organizations within diverse global marketsResponsible, able to manage time effectively and work efficiently, both with and without direct supervisionAbility to manage multiple competing prioritiesExperience with crowdsourcing, benchmarking  or customer experience management is a plus.Strong customer focus with a bias for actionExceptional technical problem-solving skills with an ability to adapt quickly to new technologies.Experience with data analytics tools such as Tableau, SQL, and advanced Excel functions are required.Experience visualizing big data to demonstrate value and quality to customers.Self-motivated with a history of timely execution and follow-through.Familiarity with Ookla's product offerings or similar technology-based products is advantageous.Global business experience preferred, with a focus on international customer support.Technical program or project management experience is beneficial.