Customer Project Manager
Job Summary
Job Description
Ookla is seeking a dynamic, customer-focused Customer Project Manager to serve esteemed clients in the Middle East and Africa regions. This role involves close collaboration with sales, services, and product teams to exceed customer needs and navigate complex technical and business challenges. The Customer Project Manager is responsible for planning, executing, and finalizing customer projects within scope, timeline, and budget, acting as the primary point of contact for customers. The ideal candidate is regionally based, adept at multitasking, prioritizing tasks, and excels in cross-functional communication and relationship building within a fast-paced, evolving environment. The role emphasizes enabling customer success and requires a passion for tackling unique challenges in a rapidly expanding company.
Must have:
- 5-10 years of tech support/project management experience
- Bachelor's degree in Business, Engineering, or related field
- Telecommunications industry experience
- Proficiency in RAN/RF
- Project management tools proficiency (e.g., MS Project, Jira)
- Strong leadership, communication, and negotiation skills
- Ability to manage multiple projects
- Strong problem-solving skills
- Experience in cross-functional/multicultural environments
- Willingness to travel regularly
Good to have:
- PMP or equivalent certification
- Experience supporting emerging products/services in new markets
- Proficiency in establishing customer relationships
- Technical background or understanding of industry technologies
- Global business experience
- Familiarity with Ookla's products
- Familiarity with Data Analytics tools
8 skills required
Job Details
Description
Join Ookla, the driving force behind Speedtest, Downdetector, Ekahau, RootMetrics, and a suite of connectivity solutions. Our team thrives on passion and embraces the boundless possibilities ahead. We're seeking individuals who relish tackling intricate challenges, are driven to push their boundaries, and derive satisfaction from transforming innovative concepts into remarkable products.
Every day, our products facilitate millions of consumer-initiated tests worldwide, yielding billions of invaluable data points. This wealth of data offers limitless opportunities for analysis and optimization, shaping our overarching strategy. By joining us, you'll leverage Ookla's data and insights to advance our mission of enhancing global connectivity.
We're currently in search of a dynamic, customer-focused Customer Project Manager to serve our most esteemed clients in the Middle East and Africa regions. In this role, you'll collaborate closely with sales, services, products and other internal teams, ensuring all customer needs are not just met but exceeded. Flexibility is key, as you'll be expected to adeptly navigate a spectrum of complex technical and business challenges.
The Customer Project Manager (CPM) is a member of the sales organization and is responsible for planning, executing, and finalizing customer projects within scope, timeline, and budget. The CPM serves as the primary point of contact for customers, ensuring their needs and expectations are met while managing project risks and stakeholder communication. This role requires strong leadership, problem-solving skills, and the ability to coordinate cross-functional teams with a focus on the telecommunication technologies/industries
The ideal candidate will be regionally based, adept at multitasking, and possess a knack for prioritizing tasks to maximize business and customer value. They must excel in interfacing across various functional roles and problem domains while maintaining meticulous attention to detail. Thriving in a fast-paced, ever-evolving environment is crucial, as is the ability to communicate effectively across diverse geographies and cultivate strong customer relationships.
If you're a tech-savvy individual driven by the opportunity to tackle unique challenges, if you're passionate about enabling customer success firsthand, and if you're eager to join a rapidly expanding company in need of leaders, this could be the perfect fit for you.
We're committed to fostering a flexible work environment where individuality, collaboration, and talent are equally cherished. If you embody innovation, collaboration, and a genuine passion for your craft, we want to hear from you!
Key Responsibilities:
- Serve as the primary contact for Ookla's top-tier customers, ensuring their needs are promptly addressed
- Engage in the Pre-Sales process and lead the planning and implementation of customer projects from initiation to completion.
- Define project scope, objectives, and deliverables in collaboration with stakeholders.
- Develop and maintain project schedules, budgets, and resource plans.
- Manage customer relationships, acting as the primary point of contact.
- Identify and mitigate project risks, ensuring successful project outcomes.
- Educate, train, and support clients to optimize their utilization of our product suite
- Coordinate with internal teams, suppliers, and external partners to ensure seamless execution.
- Monitor and report on project progress, providing regular updates to stakeholders.
- Ensure compliance with company policies, industry standards, and contractual agreements.
- Drive continuous improvement initiatives to enhance project management processes.
- Resolve customer queries and issues promptly, escalating when necessary within Ookla
- Engage with Director and C-Level executives to support their business objectives
- Collaborate internally with sales teams to assess account health and identify growth opportunities, aiding in pre-sales activities
- Advocate for customer requirements within Ookla, representing their interests
- Participate in customer meetings as requested, whether onsite or remote
- Continuously expand your knowledge and application of new technologies to support customer growth
- Strategically address business, product, and technical challenges to help customers leverage Ookla's data products
Requirements:
- 5-10 years of enterprise-level technology-related support or project/program management experience
- Bachelor’s degree in Business Administration, Engineering, Project Management, or a related field.
- Experience in the Telecommunications industry within and end to end customer engagement lifecycle
- Proficiency in RAN/RF is essential
- Project Management Professional (PMP) or equivalent certification is a plus.
- Proficiency in project management tools such as Microsoft Project, Jira, or similar.
- Experience supporting emerging products/services in new markets preferred
- Proficiency in establishing and nurturing relationships across customer organizations
- Technical background or understanding of industry-specific technologies.
- Strong leadership, communication, and negotiation skills.
- Ability to manage multiple projects simultaneously and work under pressure.
- Strong problem-solving skills and ability to adapt to changing priorities.
- Experience working in cross-functional and multicultural environments.
- Willingness to travel regularly for client meetings and corporate functions
- Global business experience preferred, with a focus on international customer support
- Familiarity with Ookla's product offerings or similar technology-based products is advantageous
- Familiarity with Data Analytics tools and solutions is a plus
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