Global Customer Success Manager

Who We Are:

Bandwidth (NASDAQ: BAND) is a global communications software company that helps enterprises connect people around the world with cloud-ready voice, messaging and emergency services. Backed by a network reaching 60+ countries covering 90 percent of global GDP, companies like Cisco, Google, Microsoft, RingCentral, Uber and Zoom use Bandwidth's APIs to easily embed communications into software and applications. Bandwidth has more than 20 years in the technology space and was the first Communications Platform-as-a-Service (CPaaS) provider to offer a robust selection of APIs built around our own global network. Our award-winning support teams help businesses around the world solve complex communications challenges every day.

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 CSM (Customer Success Manager) team serves as the ambassador and subject matter expert for our customers. Their mission is to deliver exceptional customer support in resolving issues and being the voice of the customer within Bandwidth, building brand loyalty and customer satisfaction with every interactionThese enterprise software and communications customers are critical to our business.

The CSM team is overall a facilitator for our customers, and as a result, a CSM can expect to work across multiple teams and multiple departments. A CSM can expect to frequently interact with billing, sales, engineering, LNP (local number portability), product, and other groups in supporting a variety of customer issues.

In addition to solving customer issues, this person will also serve as an accessible expert on our voice, messaging, and 911 products that customers use to add communications services to their products and applications. The ideal candidate would have a familiarity with the technology and communications industry, including cloud communications, APIs, VoIP routing, Local Number Portability (LNP), and account management experience.

What You'll Do:

• Develop and build strong customer relationships and serve as a trusted partner with our customers
• Share deep product knowledge and serve as the subject matter expert and all-around resource for supporting our customer's needs
• Actively drive analysis to pinpoint issues by ensuring tenacious participation of Technical Support (TAC), Network Operations, Engineering, Product Management, and Sales.
• Partner with sales account manager to identify opportunities to expand Bandwidth's products & services beyond their current capabilities to meet emergent customer requirements.
• Ensure customer satisfaction by advocating cross-functionally on behalf of the customer within operations, sales, technology, product, and other groups as needed to support customer challenges
• Triage a wide variety of customer needs to the appropriate internal owner
• Work and complete tickets opened by customers for account maintenance needs
• Answer inbound phone calls for customers seeking account maintenance needs/questions
• Host training sessions for customers to instruct provisioning and navigation of applicable web portals.

What You Need:

• Bachelor's degree required
• 1-3 years of experience. Strong history of customer management and support
• Strong knowledge of VoIP protocols and telecommunication industry standards, Strong technical orientation and a customer-centric mindset
• Microsoft Excel, PowerPoint, Salesforce.com experience
• Exceptional organizational and communication skills

Bonus Points:

• 4+ years of strongly demonstrated customer support, ideally with enterprise/business accounts, and specifically in software, APIs, or communications.
• Communications industry familiarity is strongly preferred.
• Demonstrate an understanding of voice and messaging APIs, SIP routing, and terminology.
• Familiarity with basic software development practices and 9-1-1 specifics such as MSAG, ALI database management, & dispatch/PSAP experience is a plus.

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.

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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