• Act as the primary, dedicated point of contact for many of Ookla’s highest valued customers • 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 product suite • 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 Director and C-Level executives in support of their business needs • Partner internally with the sales team to periodically review account health and identify opportunities for future growth within your accounts, and assist with pre-sales activities • Champion and advocate for customer requirements within Ookla (be their voice) • Participate in customer requested meetings (onsite or via phone) • 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 data products • Leverage AI tools to improve efficiency in reporting, analysis, customer communication, and internal workflows • Identify opportunities to automate repetitive tasks across customer success, technical analysis, and operational processes • Support the development of AI-assisted dashboards, summaries, insights, and executive-ready outputs • Use AI to accelerate market analysis, customer benchmarking, root-cause investigation, and trend identification • Collaborate with product, data, and engineering teams to explore AI-driven use cases that improve customer value.

• Act as the primary, dedicated point of contact for many of Ookla’s highest valued customers • 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 product suite • 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 Director and C-Level executives in support of their business needs • Partner internally with the sales team to periodically review account health and identify opportunities for future growth within your accounts, and assist with pre-sales activities • Champion and advocate for customer requirements within Ookla (be their voice) • Participate in customer requested meetings (onsite or via phone) • 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 data products • Leverage AI tools to improve efficiency in reporting, analysis, customer communication, and internal workflows • Identify opportunities to automate repetitive tasks across customer success, technical analysis, and operational processes • Support the development of AI-assisted dashboards, summaries, insights, and executive-ready outputs • Use AI to accelerate market analysis, customer benchmarking, root-cause investigation, and trend identification • Collaborate with product, data, and engineering teams to explore AI-driven use cases that improve customer value

• Collaborate with Sales Engineers and clients to define the implementation approach, architecture, and scope of work during the pre-sales cycle- ensuring what is proposed is deliverable and tied to measurable client outcomes • Author the Statement of Work; accountable for its accuracy, completeness and alignment to client business objectives • Translate client business requirements into a clear solution design that connects product capabilities to defined measurable values • Protect the business by ensuring solution designs are financially viable, operationally achievable and within established program guidelines before commitments are made to clients • Own the alignment between client business processes and product capabilities- surfacing gaps early and driving resolution before handoff to PSG • Ensure functional specifications, workflows and use cases reflect client requirements and are documented to a standard that enables PSG to execute without re-engagement • Collaborate with Sales Engineers and client stakeholders to define application configuration requirements, integration requirements and TO-BE workflows • Serve as the subject matter authority on the client's business context for PSG throughout the engagement • Partner with Project Management to protect scope, schedule, and delivery quality- identifying risks early and driving resolution proactively • Leverage Salesforce and CPQ (Configure Price Quote) to ensure solution configurations, pricing and scope are accurately reflected and maintained throughout the pre-sales and handoff process • Protect business margins and delivery feasibility by maintaining rigorous scope discipline and escalating misalignments before they become contractual or operational liabilities • Collaborate with clients to lead business process design sessions and knowledge transfer activities • Guide clients through business requirement prioritization with clarity and a defined point of view • Own scope management: identify scope creep proactively and lead client conversations to resolve it within program constraints.

• Build and scale a solutions engineering function to support sales and customer outcomes • Define role profiles and coverage model (segments, regions, product lines) • Establish a repeatable technical discovery and solution design process • Set clear engagement models, roles/responsibilities, and success metrics • Own executive relationships with key customer and internal stakeholders, with accountability for: commercial impact (deal support, win rates, cycle time reduction, revenue influence); technical quality (solution accuracy, implementation readiness, customer satisfaction, escalations, continuous improvement); alignment to product vision (AI adoption, roadmap inputs, standardization) • Contribute to a formal solutions engineering enablement and competency program • Define levels, requirements, and maintenance criteria (training, assessments, quality metrics) • Partner with Solution Architecture to codify technical standards, reference architectures, and best practices • Ensure competencies are measurable, auditable, and scalable • Contribute to the operating rhythm to manage and scale solutions engineering • Business reviews / performance reviews with Sales and key stakeholders • Clear escalation paths and incident learnings • Reporting on team health, coverage, and capability gaps • Helping define product lines and GTM strategies for Remote build • Building ADRs and PRDs for potential products • Identifying and abstracting solution spaces • Putting AI at the forefront of everything we do • Architect and implement AI agent workflows • Translate business processes into agent-enabled workflows (intake, orchestration, guardrails, evaluation) • Prototype with modern LLM tooling and iterate toward production-grade implementations • Design human-in-the-loop patterns, escalation paths, and observability (quality, cost, latency) • Partner with Engineering and Product to ship secure, reliable agent capabilities (APIs, permissions, data access)