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Technical Account Manager APAC ID-19675

Description
Position at Ookla

 

We are looking for an innovative, hands-on, customer-focused Account Manager to work directly with our highest valued customers in the APAC, 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 APAC 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.

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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 in the APAC region
  • 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
  • 5-10 years of enterprise-level, technology-related support or account management experience
  • Experience in the Telecommunications market
  • Experience with data analytics using SQL and advanced Excel
  • Experience with Tableau is a plus
  • 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 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
  • Technical Program or Project Management experience a plus
  • B.A./B.S. degree or equivalent, Master’s degree or international business education a plus
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