Director of Client Services

Description

Key Responsibilities

• Lead, coach, and develop the Europe-based Technical Account Management and Telecom Network Data Scientists team, fostering a culture of client-centricity, accountability, and continuous improvement.
  
• Own the client success strategy for key accounts across Europe, ensuring high retention and customer satisfaction.
  
• Act as an escalation point for complex technical or business-critical issues, collaborating cross-functionally with Product, Engineering, and Sales.
  
• Serve as a trusted advisor to senior client stakeholders, including Director and C-level executives, identifying growth opportunities and influencing long-term strategic roadmaps.
  
• Partner with regional Sales leadership to assess account health, support pre-sales activities, and proactively uncover upsell and cross-sell opportunities.
  
• Represent client needs and regional insights within Ookla’s product development lifecycle.
  
• Regularly meet clients onsite or remotely to strengthen partnerships and align on strategic goals.
  
• Stay current on technology trends, particularly in telecom, broadband, and wireless infrastructure, to deliver informed consultation to clients.
  
• Visualize and present data insights to highlight value and impact across customer use cases.
  
  

Qualifications

• 10–20 years of experience in enterprise-level client engagement lifecycle, technical account management, in the telecommunications sectors (a must).
  
• Proven success leading regional or international client-facing teams, preferably in EMEA.
  
• Strong knowledge of mobile networks, RAN/RF, internet, and broadband infrastructure.
  
• Strategic thinker with demonstrated success supporting enterprise clients and navigating complex B2B engagements.
  
• Adept in big data storytelling, using insights to drive value realization for clients.
  
• Exceptional communication and relationship-building skills across diverse stakeholders and geographies.
  
• Familiarity with Ookla’s product offerings or similar technology-based platforms.
  
• Ability to travel regularly across Europe to engage with clients.
  
• Bachelor’s degree required; Master’s, MBA or international business education is a plus.