Director of Client Services

Ookla, LLC.; London; On-site; GBP 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Director of Client Services to lead a dynamic team in Europe. This role involves driving client engagement, retention, and growth through strategic partnerships and operational excellence. The ideal candidate will possess extensive experience in technical account management within telecommunications, showcasing a blend of leadership, strategic thinking, and a deep understanding of client needs. You'll engage with senior stakeholders, influence product development, and ensure clients derive maximum value from innovative solutions. If you're passionate about technology and client success, this opportunity is perfect for you.

Qualifications

• 10-20 years in enterprise-level client engagement lifecycle.
• Proven success in leading client-facing teams in telecommunications.

Responsibilities

• Lead and develop a high-performing team of Technical Account Managers.
• Own client success strategy for key accounts across Europe.
• Act as an escalation point for complex technical issues.

Skills

Technical Account Management

Telecommunications

Client Engagement

Strategic Thinking

Communication Skills

Big Data Storytelling

Education

Bachelor's Degree

Master's or MBA

Job description

As Director of Client Services, Europe, you will lead and scale a high-performing regional team of Technical Account Managers and Telecom Network Data Scientists, driving excellence in client engagement, retention, and growth across the European market. Based in the UK or Ireland, you will serve as a key partner to senior stakeholders - internally and externally - ensuring our clients achieve measurable value from Ookla’s data-driven solutions.

You are an experienced leader with a strong background in technical sales, telecommunications, and enterprise end to end customer engagement lifecycle. You thrive in fast-paced, evolving environments, and bring a strong mix of strategic thinking, operational rigor, and hands-on leadership.

Key Responsibilities

Lead, coach, and develop the Europe-based Technical Account Management and Telecom Network Data Scientists team, fostering a culture of client-centricity, accountability, and continuous improvement.
Own the client success strategy for key accounts across Europe, ensuring high retention and customer satisfaction.
Act as an escalation point for complex technical or business-critical issues, collaborating cross-functionally with Product, Engineering, and Sales.
Serve as a trusted advisor to senior client stakeholders, including Director and C-level executives, identifying growth opportunities and influencing long-term strategic roadmaps.
Partner with regional Sales leadership to assess account health, support pre-sales activities, and proactively uncover upsell and cross-sell opportunities.
Represent client needs and regional insights within Ookla’s product development lifecycle.
Regularly meet clients onsite or remotely to strengthen partnerships and align on strategic goals.
Stay current on technology trends, particularly in telecom, broadband, and wireless infrastructure, to deliver informed consultation to clients.
Visualize and present data insights to highlight value and impact across customer use cases.

Qualifications

10–20 years of experience in enterprise-level client engagement lifecycle, technical account management, in the telecommunications sectors (a must).
Proven success leading regional or international client-facing teams, preferably in EMEA.
Strong knowledge of mobile networks, RAN/RF, internet, and broadband infrastructure.
Strategic thinker with demonstrated success supporting enterprise clients and navigating complex B2B engagements.
Adept in big data storytelling, using insights to drive value realization for clients.
Exceptional communication and relationship-building skills across diverse stakeholders and geographies.
Familiarity with Ookla’s product offerings or similar technology-based platforms.
Ability to travel regularly across Europe to engage with clients.
Bachelor’s degree required; Master’s, MBA or international business education is a plus.