Technical Account Manager

| Seattle | Remote
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Ready to challenge yourself to dive deep and think big? Ookla, the company behind Speedtest and Downdetector, is a 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. It also gives us the ability to help make the internet better, faster and more accessible for everyone. If you crave the chance to do your best work in a flexible work environment where we value individuality and fun as much as we value talent, we want to hear from you.

We are looking for an innovative, hands-on, customer-focused Account Manager to work directly with our highest valued customers in the Americas region, providing support as they use our products and services. As an 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 be located in the US and 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.

If you consider yourself to be a strong technologist that is motivated by opportunities to solve unique and challenging problems, if you have a strong desire to directly enable customer success, and if you want to work for a rapidly growing company that needs leaders instead of followers, this might be the place for you.

RESPONSIBILITIES

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

  • 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, 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

    The heading says “requirements” but we’re looking for the right person not the exact list. If your life experience prepares you for similar challenges, we’d like to hear from you.

    • 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
    • Multilingual required
    • 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
    • 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.A./B.S. degree or equivalent, Master’s degree or international business education a plus

    Benefits

    People come first at Ookla. We offer top-of-market compensation, flexible schedules, transit passes, on- and off-site happy hours, team activities, lunch on Wednesdays and an office kitchen full of snacks. Our comprehensive benefits package includes 401(k) matching, unlimited paid vacation and sick time, ESPP options, health/dental insurance coverage and a stand-out parental leave. We make sure you have the best hardware, software and tools available for you to do your work, and we provide excellent flexibility for working remotely as time and responsibilities allow. Visit [our Built In Seattle page](https://www.builtinseattle.com/company/ookla) for even more information.

    Location:

    While our preference is to have this person located in our wonderful Seattle, WA office, Where we are headquartered, we are also open to having this position be remote elsewhere in the US. We provide excellent workplace flexibility for working remotely as time and responsibilities allow. This role may be required to travel to see clients and occasional visits to our Seattle, USA headquarters will be expected.

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • C#Languages
      • C++Languages
      • JavaLanguages
      • JavascriptLanguages
      • PHPLanguages
      • PythonLanguages
      • RLanguages
      • SqlLanguages
      • SwiftLanguages
      • ReactLibraries
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      • Node.jsFrameworks
      • SparkFrameworks
      • MemcachedDatabases
      • MySQLDatabases
      • PostgreSQLDatabases
      • RedisDatabases
      • SQLiteDatabases
      • AWS (the specific list is too long)Databases
      • Google AnalyticsAnalytics
      • IllustratorDesign
      • InVisionDesign
      • PhotoshopDesign
      • SketchDesign
      • ConfluenceManagement
      • JIRAManagement
      • SalesforceCRM

    Location

    Our headquarters is located downtown Seattle. Blocks away from Pike Place Market, next door to great shopping with nearby trendy restaurants and bars.

    An Insider's view of Ookla

    How would you describe the company’s work-life balance?

    Since joining Ookla, I’ve experienced quite a few life events. I’ve welcomed my 2 children, lost my dad and both of my grandmothers, and moved homes. Whether I had a pregnancy check-up, a sudden loss in the family, or a much needed personal day, Ookla always supports and encourages me to take the time I need to focus on myself and my family.

    Hillari

    Director of Operations

    How do you collaborate with other teams in the company?

    Many of the people I work with at Ookla are remote or international. By utilizing tools like Jira and Confluence or Slack, I always feel like we are working together by updating status' or doing screen shares. It's so easy to jump on a quick call and solve a problem instead of going through rounds of emails and we do that at Ookla very well.

    Jamie

    Technical Program Manager

    How has your career grown since starting at the company?

    My career has grown and matured beyond my expectations working here. There has always been a nice balance of challenging problems to solve combined with the support of the entire team to be successful. I still remember my first deploy, reaching millions of people within minutes! It was a surreal feeling and I still remember the sense of pride I had

    Chris

    Engineering Manager

    What's something quirky about your company?

    Our company was named after our founder's cat - Ookla. While I never had the pleasure of meeting Ookla, I know exactly what he looked like. He is our unofficial mascot and you can find him in random places in the office. At the end of my team's agenda there's always a different picture of Ookla that one of our designers draws for fun. I love it!

    Maria

    Marketing Specialist

    What are Ookla Perks + Benefits

    Ookla Benefits Overview

    Ookla prides itself on company perks, both practical and unconventional. In addition to competitive salaries, great offices, unlimited snacks and awesome company events, Ookla offers a comprehensive benefits package that includes 401(k) matching, flexible time off policy and sick time, personal days, a discounted employee stock purchase plan, robust health insurance coverage, an employee assistance program, and stand-out paid parental leave. Our extraordinary team thrives in an environment that values individuality and fun as well as talent. Taking care of our team members and creating a healthy work-life balance has always been important to Ookla. We value a flexible work environment and we don’t believe in a “one-size-fits-all” approach. Ookla has always encouraged their team members to work from home. Team members are given the freedom to be responsible and flexible in their work, which enables them to be more creative and successful in their accomplishments. Our operations team has worked hard to ensure that employees have the ability to be productive while working remotely even before Covid-19. Plus, we pride ourselves on making sure our employees have the best hardware, software and tools available so you can do your work your way.

    We’re proud to be recognized by leading organizations for being a top place to work.

    Culture
    Volunteer in local community
    Ookla encourages and organize volunteer opportunities at NW Harvest
    Partners with Nonprofits
    Ookla is a sponsor/partner with Ada Developers. Ookla has one intern a year through Ada and also participates in panels when needed. We also partner with YWCA for their adopt a family program.
    Friends outside of work
    Eat lunch together
    Intracompany committees
    We have a Women's Leadership Committee that meets monthly.
    Daily stand up
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Pair programming
    Open office floor plan
    Diversity
    Dedicated Diversity/Inclusion Staff
    Highly diverse management team
    Unconscious bias training
    Mean gender pay gap below 10%
    Diversity Employee Resource Groups
    Hiring Practices that Promote Diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Pet Insurance
    Wellness Programs
    Team workouts
    Mental Health Benefits
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Employee Stock Purchase Plan
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Flexible Work Schedule
    Remote Work Program
    Family Medical Leave
    Company sponsored family events
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Beer on Tap
    Casual Dress
    Commuter Benefits
    Company Outings
    Free Daily Meals
    We provide free lunch on Wednesdays and always have plenty of snacks provided everyday including but not limited to; Ellenos yogurt, meat and cheese, boiled egg, fresh fruit.
    Game Room
    Stocked Kitchen
    Some Meals Provided
    Happy Hours
    Pet Friendly
    Fitness Subsidies
    Professional Development Benefits
    Job Training & Conferences
    Lunch and learns
    Cross functional training encouraged
    Promote from within
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