Technical Account Manager
October 22
Description
• 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 • 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
Requirements
• 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 • 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 • Ability to speak and write both Spanish and English fluently • Portuguese language skills are a plus • 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
Benefits
• Competitive compensation • Paid time off • Great hardware, software, and tools
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