Technical Account Manager (Spatialbuzz)

We're Ookla, the company behind Speedtest, Downdetector, Spatialbuzz and an ever-expanding suite of enterprise 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.
Combining real-time customer engagement with real-world device measurements, Ookla's Spatialbuzz platform is a new way to increase customer satisfaction and prioritize network improvements.Spatialbuzz improves operational efficiency and decreases mean time to resolution for service issues. Mobile networks are about so much more than blinking lights on boxes - they're about real people getting a service when and where they want it. Spatialbuzz gives customers tools to report problems with network services, and operators the tools to crowdsource this intelligence, fix problems and communicate better with their customers. Some of the biggest carriers in the world use Spatialbuzz and we are adding more each year.
We are looking for an innovative, hands-on, customer-focused Account Manager to work directly with our highest valued customers in the North America 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 North America 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.
Expectations for Success:
In the Account Manager role, your broad responsibilities will include:

• Ownership of our SpatialBuzz product within the client: includes the full lifecycle of pre-sales, project onboarding, and support.
• Act as the primary, dedicated point of contact for many of Ookla's highest valued customers in the US
• 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
• 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
• Experience in the Telecommunications market
• Familiarity with Service Assurance operations within large telcos
• Exceptional customer focus and bias for action
• Experience supporting nascent products/services into new markets is strongly desired
• Technical Program or Project Management experience a plus
• 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 using SQL and advanced Excel
• Experience with Tableau is a plus
• Experience visualizing big data to demonstrate value and quality to customers
• Familiarity with internet, cellular and broadband technology and infrastructure
• 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 clients in the region.
• Strategic thinker with the ability to see/understand the big picture
• Global business experience, with special focus on supporting the needs of an international customer base
• 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

You will 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. To promote your success and growth, we offer tuition reimbursement, educational opportunities, and anti-racism and LGBTQIA+ resource libraries, team activities, and many more. Visit our Built In Seattle page for even more information on what it's like to work at Ookla.
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 [email protected] > and let us know how we can best accommodate you.