Technical Account Manager, US

We’re Ookla, the company behind Speedtest, Downdetector, Ekahau, RootMetrics, and an ever-expanding suite of connectivity solutions. Our team is a group of people brought together through passion and inspired by possibility. We are looking for team members who enjoy solving complex problems, are motivated to challenge themselves, and are delighted with turning clever ideas into unique products.Millions of consumer-initiated tests are performed through our products and billions of data points are collected globally every day. With all this measurement comes countless ways to dissect and analyze our data, and plenty of exciting opportunities to optimize our broader strategy. When you work for us, you are using Ookla data and insights to further our mission to improve 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 be located in the US, 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.
If you're a tech-savvy individual driven by the opportunity to tackle unique challenges, if you're passionate about enabling customer success firsthand, and if you're eager to join a rapidly expanding company in need of leaders, this could be the perfect fit for you.
We're committed to fostering a flexible work environment where individuality, collaboration, and talent are equally cherished. If you embody innovation, collaboration, and a genuine passion for your craft, we want to hear from you!

 

Key Responsibilities:

• Serve as the primary contact for Ookla's top-tier customers, ensuring their needs are promptly addressed
•  Primary focus will be on large enterprise clients; ensuring that they get value from Ookla products and services.
• Cultivate and strengthen relationships across customers' business and technical domains
• Educate, train, and support clients to optimize their utilization of our product suite
• Resolve customer queries and issues promptly, escalating when necessary within Ookla
• Engage with Director and C-Level executives to support their business objectives
• Actively develop and grow relationships across your customer’s business and technical organizations
• Collaborate internally with sales teams to assess account health and identify growth opportunities, aiding in pre-sales activities
• Advocate for customer requirements within Ookla, representing their interests
• Participate in customer meetings as requested, whether onsite or remote
• Continuously expand your knowledge and application of new technologies to support customer growth
• Strategically address business, product, and technical challenges to help customers leverage Ookla's data products

 

Requirements:

• 5-10 years of enterprise-level technology-related support or account management experience
• Strong customer focus with a bias for action
• Proficiency in establishing and nurturing relationships across customer organizations
• Exceptional 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
• Familiarity with internet, cellular, and broadband technology and infrastructure
• Experience with and understanding of fixed delivery technologies: Fiber, DOCSIS, DSL, etc
• Self-motivated with a history of timely execution and follow-through
• Excellent verbal and written communication skills, with the ability to engage effectively across all organizational levels
• Familiarity with Ookla's product offerings or similar technology-based products is advantageous
• Willingness to travel regularly for client meetings and corporate functions
• Global business experience preferred, with a focus on international customer support
• Technical program or project management experience is beneficial
• B.A./B.S. degree or equivalent, Master’s degree or international business education a plus

 

Benefits:

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