Global Customer Success Manager I

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.

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.

• 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.
• 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).
• 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.

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