Technical Account Manager - Rootmetrics - Remote Eligible

Technical Account Manager

The Opportunity: We are looking for an innovative, hands-on, customer-focused Technical Account Manager to work directly with our largest mobile carrier clients supporting RootMetrics product delivery. RootMetrics, an Ookla® company, is the standard for mobile performance measurement, an independent mobile analytics firm offering insights into how users experience networks under real-world conditions. 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 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.

Expectations For Success

Primary focus will be on large enterprise clients; supporting network drive test product delivery to enterprise RAN teams.

Secondary focus will be crowd sourced test products and how they can work in conjunction with drive test measurements to address customer needs.

Act as the primary, dedicated point of contact for a base of clients.

Conduct pre-sales product demonstrations and Q&A sessions.

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 products and data.

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 clients in support of their 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.

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 products.

Requirements:

Radio Access Engineer with 5 to 10 years of experience

Deep experience with and understanding of wireless technologies: GSM, WCDMA, HSPA+, VoLTE, LTE, NR, NSA, SA, VoNR, WiFi, VoWiFi

Experience with analysis of large amounts of network performance measurement datapoints

Understanding of data and voice call flows as well as various mobile network procedures and protocols is a must

Experience with data analytics, advanced dashboarding, including applications like Tableau and advanced Excel functions.

SQL skills are required

Enterprise-level, technology-related support or account management experience a plus

Exceptional customer focus and bias for action

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 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

Strategic thinker with the ability to see/understand the big picture

Technical Program or Project Management experience a plus

B.A./B.S. degree or equivalent in telecomm