Technical Account Manager, US
Description
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:
We care deeply about each other and the work we do, and our perks are just one way we demonstrate this. We offer a comprehensive benefits package, including (but not limited to):
- 401(k) matching
- Unlimited PTO
- Employee Stock Purchase Plan options
- Health/dental/vision insurance coverage
- Wellness benefits (Calm app, gym reimbursement, ERG groups, etc)
- Employee Assistance Programs (EAP) (mental health, financial advice, legal guidance, and more)
- Maven Fertility options
- Pregnancy support
- Pet insurance
- Enhanced parental leave
- Disability coverage
As required by applicable Pay Transparency laws, Ookla provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The base pay for this position ranges from $120,000 /year up to $140,000/year.
We care deeply about each other and the work we do, and our perks are just one way we demonstrate this. Ookla has great benefits including competitive compensation and paid time off. We make sure you have the best hardware, software and tools available for you to do your work.
If you’re passionate about joining the work we’re doing, we welcome your application and encourage applicants with both traditional and non-traditional experience that makes them an excellent candidate for the role. We strongly believe diversity of all kinds makes us better. We are an equal opportunity employer actively working to build an inclusive workforce at all levels of the company. [Read our latest diversity report from our parent company here.]
We want to ensure candidates have everything they need throughout our application and hiring process. If you have any individual needs related to disability or accessibility, we encourage you to contact and let us know how we can best accommodate you.