Strategic Customer Success Manager

<p><strong>Who We Are:</strong></p> <div>&nbsp;</div> <p>At <strong>Bandwidth</strong>, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach.&nbsp; The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.</p> <p>Because we own the network we build on,<em> the problems you'll solve here are bigger, more complex, and more impactful. </em>And as communications shifts to AI, we're the infrastructure layer making it possible.</p> <p>We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.</p> <p>We're experts who speak like humans. Ready to build what's next? <strong>#JoinTheBand</strong></p> <p><strong>What We Are Looking For:</strong></p> <p>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.</p> <p><strong>What You'll Do:</strong></p> <ul> <li>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.</li> <li>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.</li> <li>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.</li> <li>Facilitate root cause analysis and problem-solving initiatives by partnering with Product, Operations, and Development teams to tackle compl