About this Global Customer Success Manager role at Bandwidth
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 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.
- May be required, at times, to join and lead after-hours conference bridges in the event of a major service outage or event.
- Some travel required to client site(s), both domestically and potentially internationally.
What You Need:
- Education:
- 4 year college degree required.
- Experience:
- 1-2 years experience preferred in the areas of customer management.
- Knowledge:
- Familiarity in the tech industry (networking/telecommunications), project management, customer management, etc.
- Skills:
- 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).
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 Internet allowance to support the costs of the Internet at home
- Health & Travel insurance, with extensive coverage and a simple claim process
- We pay 300 RON into your pension
- Extensive employee assistance resources, offering advice and support on a range of issues including childcare & eldercare research, debt & budgeting, and work-related issues
- Meal vouchers and gift vouchers
- 24 days annual leave per year and 1 additional day every 3 years + Deferred bank holidays (public holidays that fall in weekends can be taken on any other day)
- With our Hacker Hours program, you get protected time to learn, experiment, and build with the technology you want to! You can even submit projects to our yearly Hack-of-the-Year competition, complete with awards and prizes
- Free access to a learning platform to further enhance your learning
- 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.
#LI-Onsite
