Customer Solutions Manager
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Key skills for this role
About the Role
The role involves customer relationship management, technical problem solving, and leveraging AI tools to enhance customer solutions and support.
Key Skills for This Role
Full Job Posting
Overview
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.
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.
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