Technical Account Manager - RootMetrics

Description

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, is 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.

Key Responsibilities

• 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.

Job Qualifications

• 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

About

Ookla® is a global leader in connectivity intelligence, offering unparalleled network insights through the combined expertise of Speedtest®, Downdetector®, RootMetrics®, and Ekahau®. Ookla’s complementary datasets combine crowdsourced and controlled, public and private collection methods, QoS and QoE metrics, and more to unlock correlations and actionable insights — helping organizations optimize networks, enhance digital experiences, and create better connected experiences for end-users.

Our team is a group of people brought together through passion and inspired by possibility. We are looking for team members who love solving problems, are motivated by challenges, and enjoy turning clever ideas into exceptional products. When you work for us, you are using Ookla data and insights to advance our mission of better connectivity for all.

Our Benefits

Ookla offers competitive salaries in addition to robust, health and wellness-focused benefits, including comprehensive medical, dental, and vision coverage, as well as life and disability benefits. Our employees enjoy Flexible Spending Accounts (FSAs), a 401(k) with company match, and an Employee Stock Purchase Plan.

We are committed to work-life balance with Flexible Time Off, Volunteer Time Off, and paid holidays. We offer family building and caregiving support and generous Family Care and Parental leave, when you need it. We also provide Fitness Reimbursement and access to wellness programs, ensuring our team stays healthy both physically and mentally.

At Ziff Davis, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources. Our employees are recognized and celebrated through employee engagement programs and recognition awards.

If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then Ookla is the place for you.

Compensation Range

Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is $75,000/year up to $130,000/year. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.

Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal​ opportunity, and belonging.​ DEI enables us to attract and retain the best talent, regardless of background or circumstances, while​ enabling our thousands of employees worldwide to thrive​.