Customer Success Manager - Signature

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Customer Success Manager (CSM) plays a vital role as both an ambassador and subject matter expert, dedicated to ensuring our customers achieve optimal success with our enterprise software and communications solutions. By providing exceptional support and advocacy, the CSM builds brand loyalty and enhances customer satisfaction, creating a seamless experience that empowers customers to leverage Bandwidth’s offerings fully. Given the importance of our enterprise clients, the CSM will collaborate across various teams—including billing, sales, engineering, Local Number Portability (LNP), and product—addressing diverse customer needs and inquiries.

In addition to resolving customer issues, the CSM will be a knowledgeable resource on our voice, messaging, and 911 products, guiding customers in integrating communication services into their applications. The CSM will also perform basic account maintenance functions, such as updating contact information, managing service subscriptions, and ensuring account settings align with customer needs and best practices. The ideal candidate should possess a solid understanding of the technology and communications landscape, including cloud communications, APIs, VoIP routing, LNP, and prior experience in account management.

*This role works 100% in-office out of our Raleigh HQ

What You'll Do:

• Develop and cultivate strong customer relationships, serving as a trusted partner and advocate for our customers while actively promoting customer engagement and retention.
• Share in-depth product knowledge, acting as the subject matter expert and primary resource for customers, ensuring they maximize the value of Bandwidth’s solutions.
• Collaborate with Technical Support (TAC), Network Operations, Engineering, Product Management, and Sales teams to conduct thorough analyses, identify issues, and implement effective solutions.
• Partner closely with the Sales Account Manager to uncover and capitalize on opportunities to expand Bandwidth’s products and services, aligning offerings with evolving customer needs.
• Ensure customer satisfaction by advocating for their needs across operational, sales, technology, product, and other relevant teams, effectively addressing customer challenges and concerns.
• Triage diverse customer inquiries and requests, routing them to the appropriate internal stakeholders for timely resolution.
• Perform account maintenance tasks, including updating contact information, managing billing details, adjusting service subscriptions, and ensuring compliance with customer requirements.
• Manage and resolve tickets initiated by customers for account maintenance needs, ensuring optimal account performance and customer experience.
• Respond to inbound calls from customers seeking assistance with account maintenance, providing knowledgeable and prompt support.
• Conduct training sessions for customers, educating them on provisioning processes and guiding them through our web portals to enhance their overall experience.
• Monitor customer feedback and satisfaction metrics to proactively identify areas for improvement and enhance service delivery.

What You Need:

• Education: Bachelor’s degree required.
• Experience: 1-3 years of experience with a strong history of customer management and support.
• Knowledge:
• Strong knowledge of VoIP protocols and telecommunication industry standards.
• Strong technical orientation and a customer-centric mindset with familiarity in account management principles.
• Skills:
• Proficiency in Microsoft Excel and PowerPoint for data analysis and presentation.
• Experience with Salesforce.com or similar CRM platforms for managing customer interactions and tracking account performance.
• Exceptional organizational and communication skills, allowing for clear articulation of complex concepts to diverse audiences.
• Excellent interpersonal skills that foster successful relationships with various stakeholders.
• Commitment to excellence, driven by personal, team, and company success.
• Strong problem-solving abilities and exceptional critical thinking skills, demonstrating initiative in addressing customer needs.
• Proven project management skills, with the ability to quarterback internal and external initiatives effectively.
• Ability to lead, manage, or influence both internal resources and customer resources to achieve successful outcomes.
• Solid account management skills, including conducting regular account reviews, assessing customer health metrics, and strategizing for account growth.

Bonus Points:

• Experience: 4+ years of strongly demonstrated customer support experience, ideally with enterprise/business accounts, specifically in software, APIs, or communications.
• Knowledge:
• Strong familiarity with the communications industry is preferred.
• Understanding of voice and messaging APIs, SIP routing, and terminology.
• Familiarity with basic software development practices and 9-1-1 specifics, including MSAG, ALI database management, and dispatch/PSAP experience, is a plus.
• Proficient in using CRM and analytics tools to derive insights that drive customer success initiatives.
• Strong presentation skills, capable of conducting workshops and training sessions for customers on product usage and best practices.

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…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO 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 and unlimited meetings with our very own nutritionist.