Customer Success Manager - Premium

Who We Are:

Bandwidth delivers world-class messaging, voice, and emergency service connectivity for the world’s biggest brands. We are the APIs and global network behind the platforms that the Global 2000’s use to power their internal communications, contact center platforms, apps, and software. We transform interactions for top-tier orgs—and we do it on a global scale. We’re the only ones who marry the power of our global network with the control and agility offered by our enterprise-grade APIs. Unmatched reliability meets unparalleled control. That’s the Bandwidth way.

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 Key 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 interaction. These strategic enterprise software and communications customers are critical to our business. 

The Key CSM team is overall a facilitator for our customers, and as a result, a Key CSM can expect to work across multiple teams and multiple departments. A Key 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 some of our most profitable 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.
• Initiate proactive analysis of key performance indicators in the event of abnormal trends and Monitor MOU/revenue for key accounts
• Partner with sales account manager to identify opportunities to expand Bandwidth’s products & services beyond their current capabilities to meet emergent customer requirements.
• Partner with sales account manager to deliver business reviews and/or regular check-in calls to review account stats, troubleshooting tickets, and any other account related items
• 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
• Effectively manage customer interactions in Salesforce to include documenting all scheduled customer calls, business reviews and completing tasks 
• Manage and drive the install/onboard/projects of key customers.
• Triage a wide variety of customer needs to the appropriate internal owner
• Work and complete tickets opened by customers for account maintenance needs
• Serve as a dedicated representative for up to 15 strategic partners

What You Need:

• Bachelor's degree required
• Experience:  3 -5 years of experience. The candidate would demonstrate a strong history of customer management and support.
• Knowledge:  Strong technical orientation and a customer-centric mindset. Strong knowledge of VoIP protocols and telecommunication industry standards.
• Commitment to excellence, driven by personal, team, and company success. 
• Problem solver who has exceptional critical thinking skills and takes initiative.
• Project management skills- quarterbacking internal and external initiatives. 
• Ability to lead, manage, or influence both internal resources as well as customer resources to achieve successful outcomes.
• Exceptional organizational and communicative skills.
• Excellent interpersonal skills that allow for successful relationships with various stakeholders.
  • Microsoft Excel, PowerPoint, Salesforce.com experience

Bonus Points:

• 4+ years of strongly demonstrated customer support, ideally with enterprise/business accounts, and specifically in software, APIs,  or communications