Customer Solutions Manager

Role Overview

We are seeking a skilled Customer Solutions Manager to join our team, with a background in Telecom RF and Machine Learning, plus experience in SQL, Python, and Tableau as needed. This role involves delivering exceptional solutions tailored to meet the demands of users and clients. Innovation, curiosity, and ongoing technology learning are greatly encouraged.

Key Duties

• Serve as the main dedicated contact for many of the company's top customers.
• Cultivate and enhance relationships across both technical and business sectors within client organizations.
• Provide training, education, and ongoing client support to optimize utilization of our product range.
• Resolve client issues promptly, serving as the key problem-solver.
• Manage troubleshooting of client-facing technical and business challenges and escalate internally when necessary.
• Engage with directors and C-level executives to address business requirements.
• Work alongside sales teams to monitor account health, identify growth prospects, and assist in pre-sales activities.
• Advocate for customer needs within the company, acting as their representative.
• Participate in client meetings both onsite and remotely.
• Pursue continuous learning and application of new technologies to support client growth.
• Strategically analyze business, product, and technology challenges to assist customers in leveraging data products effectively.
• Utilize AI tools to enhance reporting, analysis, communication, and internal workflows.
• Spot opportunities to automate repetitive tasks related to customer success and operations.
• Support creation of AI-driven dashboards and executive summaries.
• Apply AI in market analysis, benchmarking, root cause analysis, and trend detection.
• Collaborate with product, data, and engineering teams on AI applications that improve customer outcomes.

Candidate Qualifications

• Between 5 to 10 years of experience in enterprise-level technology support or account management.
• Strong customer orientation with a proactive and action-oriented approach.
• Experience introducing new products or services into emerging markets is highly preferred.
• Ability to build and maintain relationships across diverse customer groups.
• Excellent technical problem-solving capabilities and aptitude to learn new technologies swiftly.
• Proficiency in data analytics tools such as Tableau, SQL, and advanced Excel functions.
• Experience with big data visualization to demonstrate product value and quality.
• Knowledge or experience in Data Modelling, AI, and Machine Learning is a plus.
• Understanding of internet, cellular, and broadband technologies and infrastructure.
• Some familiarity with RAN/RF technologies.
• Self-driven with a strong sense of urgency and follow-through.
• Effective written and oral communication skills, able to interact across all organizational levels.
• Knowledge of company product offerings or similar tech-based products.
• Willingness to travel regularly for client meetings and company events.
• Strategic mindset with an ability to comprehend overall business landscape.
• Global business experience and working with international customers are advantageous.
• Program or project management experience is a bonus.
• Bachelor’s degree or equivalent required; master’s degree or international business education preferred.

Company Background

We are part of a global leader in connectivity intelligence, integrating brands such as Speedtest®, Downdetector®, Ekahau®, and RootMetrics® to provide unparalleled network and connectivity insights. Our solutions assist providers, businesses, and governments in optimizing networks and enhancing digital experiences worldwide.

We support connectivity-dependent individuals and companies by converting network metrics into actionable insights, encouraging innovation and progress across connectivity sectors.

Additional Details

The company promotes an inclusive, flexible work environment emphasizing creativity, teamwork, and individual expression.

The salary range for this position is 480000 to 515000 AED annually. Actual compensation is influenced by candidate expertise, role scope, education, and company performance.