Strategic Customer Success Manager

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 Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across our products and services. As a Service Delivery Manager, you will serve as the primary liaison and advocate for strategic accounts, managing them autonomously to ensure operational excellence. As a key advisor to senior leadership, the Service Delivery Manager collaborates with sales on account strategy and revenue growth, conducts regular service reviews, and works to boost customer satisfaction and service adoption.

What You'll Do:

• Build and sustain strong relationships with your portfolio of strategic and high-value customers, acting as a trusted advisor and advocate throughout their journey with Bandwidth. As the primary contact for these key accounts, you will manage all aspects of the customer relationship, including tailored service solutions and customized support. Proactively identify and address potential issues before they affect the customer, mitigating churn risk, safeguarding revenue, and ensuring a seamless experience. Additionally, you will be responsible for preparing meeting materials, including slide decks and agendas, to facilitate productive discussions and align on goals and strategies.
• Collaborate with internal teams, such as Product and Operations, to address customer challenges, highlighting areas for improvement and assisting in the identification of potential innovations.
• Leverage in-depth technical knowledge to share best practices with customers to help them effectively utilize our services while identifying and alerting on potential risks, minimizing downtime and potential revenue loss.
• Facilitate root cause analysis and problem-solving initiatives by partnering with Product, Operations, and Development teams to tackle complex customer issues and put preventive measures in place.
• Relay customer feedback to leadership, providing insight about potential product and service enhancements.
• Serve as key contact within the Operations department to facilitate smooth interaction among teams, ensuring timely response and solution delivery for customer requests.
• Identify and suggest improvements to existing processes to enhance customer experience and operational efficiency.
• Collaborate with internal teams and leadership to implement new processes and tools that enhance service delivery and boost customer satisfaction, to support operational excellence.
• Engage with a diverse range of clients and internal teams, valuing different perspectives and fostering cooperation to achieve positive outcomes.
• At times, they may be required to join and lead after-hours conference bridges in the event of a major service outage or event.
• Some travel is required to client site(s), both domestic and (potentially) international.

What You Need:

• Education: 4 Year college degree required
• Experience: 3+ years experience in customer-facing account management or program management role, with strategic customers. Familiarity with customers generating significant annual revenue. Experience in engaging with leadership and contributing to C-Level discussions.
• Knowledge: The ideal candidate will be familiar with Program Management, VoIP, VoIP routing, Local Number Portability (LNP), and account management experience.
• Skills: Experience managing complex and challenging relationships with large ($10 Million USD annual revenue) customers, Management, API and basic software development, Project Tracking Software (Jira), CRM (Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (Zendesk), Google Suite.

Bonus Points:

• Experience: The candidate would demonstrate a strong history of customer management and support. 3+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in Telecommunications, VoIP, 9-1-1 VoIP, PSAP experience, or 9-1-1 dispatch experience.
• Knowledge: Knowledge of VoIP and VoIP 9-1-1 familiarity is strongly preferred. The ideal candidate will demonstrate an understanding of SIP routing and terminology. Knowledge of LNP (Local Number Portability), and familiarity in working with wholesale scaled businesses.

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.