Customer Solutions Manager

Ookla; Dubai; On-site; AED 300,000 - 500,000; Full time

Job summary

Ookla is seeking a Customer Solutions Manager to serve as the primary liaison for its top customers, driving strong relationships across business and technical teams. You will educate clients on our product suite, resolve complex issues, and collaborate with sales and product teams to unlock growth opportunities.

The role emphasizes data analytics using Tableau/SQL and leveraging AI-driven insights to optimize customer value and reporting. Occasional onsite meetings and travel are expected.

Qualifications

• 5–10 years of enterprise technology support or account management experience
• Experience with data analytics tools and visualization
• Familiarity with telecom, RF, networking concepts helpful
• Ability to travel regularly to meet clients and events

Responsibilities

• Act as the primary point of contact for high-value customers
• Develop relationships across customer business and technical teams
• Educate and support clients to maximize product usage
• Resolve issues and coordinate internal resources
• Engage with executives to align on business goals
• Collaborate with sales on opportunities and pre-sales activities
• Champion customer requirements within Ookla
• Contribute to AI-assisted dashboards and insights
• Support market analysis and trend identification
• Collaborate with product/data/engineering on AI use cases

Skills

Customer focus

Relationship building

Problem solving

Data analytics

Tableau

SQL

Excel

AI/ML basics

Communication

Travel readiness

Education

Bachelor's degree or equivalent

Master’s degree or international business education a plus

Tools

Tableau

SQL

Excel

Job description

Description

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 amp Machine Learning and ideally you have some experience with SQL Python amp 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 neededEngage 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

Job Qualifications

• 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
• Experience in Data Modelling and AI amp ML desirable
• 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
• 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 AB B S degree or equivalent Master’s degree or international business education a plus

About Ookla an Accenture company

Ookla an Accenture company is a global leader in connectivity intelligence that brings together the trusted expertise of Speedtest Downdetector Ekahau and RootMetrics to deliver unmatched network and connectivity insights. By combining multi-source data with industry-leading expertise we transform network performance metrics into strategic actionable insights.