Customer Solutions Manager

Role Overview

We are seeking a skilled Customer Solutions Manager to contribute significantly within the Customer Solutions team. This role focuses on leveraging expertise in Telecom RF and Machine Learning to deliver superior solutions that align with client and user needs. The candidate should ideally possess proficiency in SQL, Python, and Tableau to support data analytics and visualization tasks as necessary. We encourage curiosity, innovation, and continuous learning of emerging technologies.

Key Responsibilities

• Serve as the main point of contact for several of Ookla’s premier customers, managing ongoing relationships.
• Develop and nurture connections throughout the customer’s business and technical teams.
• Provide education, training, and ongoing assistance to ensure customers maximize product use.
• Resolve customer inquiries and issues efficiently and coordinate escalation within Ookla if required.
• Troubleshoot business and technical challenges faced by customers personally.
• Engage with executives, including Director and C-level stakeholders, to address their business requirements.
• Collaborate with sales teams to monitor account health, identify growth opportunities, and aid pre-sales efforts.
• Advocate on behalf of customers within Ookla, ensuring their needs are represented.
• Participate in customer meetings both onsite and remotely as requested.
• Continuously upgrade personal knowledge and skills in new technologies to support customer growth.
• Think strategically about business, product, and technical challenges to help customers maximize value from Ookla’s data products.
• Utilize AI tools to enhance reporting efficiency, analysis quality, and streamline communications and processes.
• Identify and implement automation opportunities for repetitive customer success, technical analysis, and operational workflows.
• Assist in developing AI-powered dashboards, executive summaries, insights, and reports.
• Employ AI for accelerated market analysis, benchmarking, root-cause analysis, and trend spotting.
• Collaborate with cross-functional teams in product, data, and engineering to pursue AI-driven initiatives that enhance customer value.

Candidate Qualifications

• 5 to 10 years of experience supporting enterprise-level technology or managing accounts.
• Exceptional dedication to customer satisfaction and proactive problem-solving skills.
• Experience launching new products/services in emerging markets is highly desirable.
• Skilled at building strong relationships across client organizations.
• Advanced technical troubleshooting capabilities and rapid adaptability to new technologies.
• Proficiency in data analytics tools such as Tableau, SQL, and advanced Excel functions.
• Experience with big data visualization to demonstrate value and service quality.
• Knowledge in Data Modeling as well as AI and Machine Learning is preferred.
• Familiarity with internet connectivity, cellular, broadband infrastructure, and some background with RAN/RF technology.
• Self-driven with a demonstrated ability to prioritize and follow through effectively.
• Strong written and oral communication skills, able to engage effectively across all organizational levels, including clients and internal teams.
• Experience with Ookla’s products or similar technology-focused offerings is an advantage.
• Willingness and ability to travel regularly for client meetings and company events.
• Strategic mindset with the ability to understand broader business perspectives.
• Global business exposure, especially supporting international customer bases, is a plus.
• Experience in technical program or project management is beneficial.
• Bachelor’s degree or equivalent required; Master’s degree or international business education is an added advantage.

Company Overview

Ookla, part of Accenture, is a global leader in connectivity intelligence, integrating the trusted expertise of Speedtest®, Downdetector®, Ekahau®, and RootMetrics® to provide unparalleled network and connectivity insights. The company transforms diverse data sources into strategic, actionable intelligence, empowering service providers, enterprises, and governments to enhance networks, improve digital experiences, and bridge the digital divide.

Compensation Details

The salary for this position ranges between 360,000 and 450,000 Saudi Riyals annually. Actual compensation depends on job-related skills, experience, education, performance, and location.