Global Customer Success Manager I

Who We Are:

At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach.  The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.

Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.

We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.

We're experts who speak like humans. Ready to build what's next? #JoinTheBand

What We Are Looking For:

As a Global Customer Success Manager at Bandwidth, you will play a pivotal role in ensuring an exceptional customer experience with our products and services. You will oversee the entire customer journey, from initial engagement to ongoing support, serving as the primary point of contact within the Customer Operations department. Your responsibilities include advocating for our customers, nurturing operational relationships, and fostering collaboration across internal teams to enhance customer satisfaction and drive loyalty to Bandwidth.

What You'll Do:

• Act as a customer advocate, identifying opportunities for product and operational improvements that benefit both the customer and Bandwidth.
• Communicate customer expectations and deadlines effectively by serving as the main point of contact between customers and internal teams.
• Organize and lead routine customer meetings, such as regular check-ins and wellness plan discussions, to ensure ongoing engagement.
• Share relevant updates and information clearly with internal leadership, ensuring transparency and alignment.
• Address customer issues/tickets and escalate when necessary to ensure timely resolution and customer satisfaction.
• Maintain a general familiarity with internal technical tools and customer portals.
• Maintain a working knowledge of internal tools and customer portals, using these to support customer needs efficiently.

What You Need:

• BA Degree
• 1-2 years experience preferred in the areas of customer management.
• Familiarity in the tech industry (networking/telecommunications), project management, customer management, etc.
• Experience in handling challenging relationships, problem solving, technical project management, API and basic software development.
• Project tracking software (i.e. Jira), CRM tools (i.e. Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (i.e. Zendesk).

Bonus Points:

1. May be required, at times, to join and lead after-hours conference bridges in the event of a major service outage or event.
2. Some travel required to client site(s), both domestically and potentially internationally.

The Whole Person Promise: 

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• Work laptop and an internet allowance to support the costs of the Internet at home.
• We contribute 8% of your monthly gross salary into your private pension.
• Income protection plan to ensure you’ll receive a regular income if you are unable to work due to illness or injury.
• Life insurance providing financial support to your loved ones in the event of your unexpected passing.
• Health insurance, with extensive coverage, a simple claim process and the possibility to cover your life partner and children.
• Extensive Employee Assistance Programme, offering 24/7 counseling and support on all areas of life (personal and professional).
• Unlimited, free and anonymous consultations with our dedicated therapist.
• Childcare support
• Cycle to work scheme
• 24 days annual leave per year and 1 additional day every 3 years.
• Time-Off Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your time-off - not even with email.
• Additional time-off can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches, contribution to your monthly fitness subscription and unlimited virtual meetings with our very own nutritionist.

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

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