Ookla, the company behind Speedtest, Mosaik, and Downdetector, is a hard-working, fun-loving team of passionate individuals who have turned clever ideas into unique products and a thriving business. Globally, millions of tests are performed every day across the Speedtest ecosystem on the web, desktop and mobile apps, embedded in routers and deployed in thousands of servers. With all that usage comes countless ways to dissect and analyze our data, and plenty of exciting opportunities to optimize our monetization strategy. If you are looking to join a small, nimble company, with global reach that is recognized as the industry benchmark worldwide, then Ookla might be the company for you.

We are looking for an innovative, hands-on, customer-focused Technical Account Manager to work directly with our highest valued customers, providing support as they use our products and services. As a Technical Account Manager, you will partner with sales and other internal teams to ensure all customer needs are met. You will need to be exceptionally flexible and have a demonstrated ability to solve a wide range of complex technical and business challenges.

The ideal candidate will possess an uncanny ability to multi-task and independently prioritize their time to maximize business and customer benefit. They will be able to interact effectively across a wide range of functional roles and problem spaces, and will possess tremendous attention to detail. They will be able to work in an extremely fast paced, highly ambiguous, rapidly evolving environment. The ideal candidate must be able to communicate effectively with technical and non technical groups across multiple geographies, and be able to develop strong customer relationships.

RESPONSIBILITIES

In the Technical Account Manager role, your broad responsibilities will include:

• Act as the primary, dedicated technical point of contact for many of Ookla’s highest valued customers, with specific focus on technical issues related to RAN Planning, Performance and Optimization use cases.
• Actively develop and grow relationships across your customer’s business and technical organizations, serving as Ookla’s subject matter expert on RAN matters.
• Educate, train, and support our clients to drive tool adoption of Ookla’s RAN focused solutions.
• Support Sales Directors in pre-sales activities, particularly those with RAN use cases.
• 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, 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

Requirements

• 5 ­- 10 years of experience in the wireless telecommunications industry in an engineering or technical support role.
• Exceptional customer focus and bias for action
• Strong experience with 3G, 4G and 5G performance and design RF engineering as well as knowledge and experience with backhaul technologies and data sets and tool associated with them.
• Knowledge of crowdsourcing solutions as related to the telecommunications engineering world.
• Knowledge of IP and Transport, and associated testing methodologies
• 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 and advanced Excel functions. SQL skills are a plus
• Experience visualizing big data to demonstrate value and quality to customers
• 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 travel regularly to meet and connect with existing clients, and to attend Ookla corporate and team functions
• 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

Ookla prides themselves on company perks and benefits, both practical and unconventional. We offer top-of-market compensation, flexible schedules, on- and off-site happy hours, team activities, provided lunch on Wednesdays and consistently stocked snacks in the office. We offer a comprehensive benefits package that includes pension, generous paid vacation and sick time, ESPP options, health/dental insurance coverage and a stand-out parental leave. We also provide the best hardware, software and tools available for you to do your work.

Location: While our preference is to have this person located in our wonderful Seattle office, we are also open to having this position be remote elsewhere in the US if you are the right candidate for the role. We provide excellent workplace flexibility for working remotely as time and responsibilities allow. This role will be required to travel to see clients.