Who We Are:

Bandwidth lives for innovation! Our technology powers brands like Google, Microsoft, GoDaddy, Arlo, Netgear, Zoom, Rover and more of the most exciting leaders in technology. Our intelligent voice, messaging, 9-1-1 access, and phone number services— all backed by Bandwidth’s own nationwide, all-IP voice network—allow us to power the way people communicate, connect, and do business.

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:

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.

The Customer Success Manager (CSM), Team Lead 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 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 compliance, billing, sales, technical support, 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, and messaging products that customers use to add communications services to their products and applications. The ideal candidate would have some familiarity with the technology and communications industry, including communications, APIs, VoIP routing, Local Number Portability (LNP), and some degree of customer success or elevated customer support experience with a level of leadership included.

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 address issues by ensuring tenacious participation of Compliance, Technical Support (TAC), Network Operations, Product Management, and Sales.
  • Identity opportunities to expand Bandwidth’s products & services beyond their current capabilities to meet emergent customer requirements
  • Deliver business reviews and/or regular check-in calls to review account, troubleshoot tickets, and other proactive 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
  • Triage a wide variety of customer needs to the appropriate internal owner
  • Assist with customers understanding of compliance needs and acceptance
  • Operate as a leader in the CSM team and act as the go to for regional support and guidance
  • Work and complete tickets opened by customers for account maintenance needs ensuring SLAs are met
  • Answer inbound phone calls for customers seeking account maintenance needs/questions
  • Host onboarding and training sessions for customers to instruct provisioning and navigation of applicable web portals

What You Need:

  • 3-5 years of experience. Strong history of customer management and support and has leadership experience
  • Strong critical thinking orientation and a customer-centric mindset; Knowledge of VoIP protocols and telecommunication industry standards is a plus
  • Microsoft Excel, PowerPoint, Salesforce.com,
  • Exceptional organizational and communicative skills
  • Excellent interpersonal skills that allow for successful relationships with various stakeholders
  • 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 in a global team environment Willing and capable of being escalation point

Bonus Points:

  • Communications industry familiarity is strongly preferred. The ideal candidate will demonstrate an understanding of voice and messaging APIs, SIP routing, and terminology
  • Other languages an asset

The Whole Person Promise: 

We make a “Whole Person” promise to our team.  You can have both meaningful work PLUS a full life at Bandwidth.  We focus on accomplishing our mission as “whole people.” That means we take care of our people—in body, mind, and spirit. 

  • Health: We pay 100% for benefits coverage including Medical, Dental, Vision, Prescription, Life, and Disability.  Generous paid time off (PTO) policy including paid parental leave, EAP and 401K match.
  • Fitness: 90-minute fitness lunch with a paid gym membership for workouts. On-site cardio gym, locker room/showers, classes, and sponsored sports and leagues.  Nutritionist and personal trainer on-site.
  • Volunteer: We have a program dedicated to providing volunteer opportunities to employees, BandwidthCares.

 

Applicant Privacy Notice

 

  

Apply for this Job

* Required

  
  


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Bandwidth’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.