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Location

Raleigh

Department

Operations

Senior Manager, Global Customer Success

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.

We are seeking a Senior Manager of Global Customer Success who will be responsible for the development and management of the Premium CSM team that is responsible for ensuring Bandwidth customers receive a thoroughly positive experience throughout their lifecycle with Bandwidth. In this role, you will work closely with sales to understand overall account health and to identify any service issues, and, when necessary, engage additional resources from across the company to ensure the success of every customer. The Senior Manager will play an essential role in helping our customers achieve their business goals while continuously driving operational excellence.

What You’ll Do:

  • Lead, coach, and mentor the Premium CSM team. Ensure the team is highly engaged, confident, and continuously exercising good judgement and decision-making skills. Develop plans for team members’ continued career growth
  • Ensure the team is delivery maximum value to our premium customers, driving long-term customer retention. 
  • Continuously interact with and maintain excellent working relationships with internal stakeholders. Including but not limited to Operations, Sales, Product and Technology.
  • Create a framework for team members to meet or exceed customer needs while also identifying & exploiting new support opportunities for customer growth.
  • Forecast needs for team headcount growth in order to delivery premium support at global scale
  • Takes a significant role in the development of team members to support their overall engagement, growth and goal achievement.
  • Mentor leaders and team members to provide tenacious support
  • Develop and maintain strong, collaborative relationships with the company’s premium accounts.
  • Oversee the daily activities of the team, which shall include the development, implementation and maintenance of team metrics, management of team workload and to ensure service levels are being met.
  • Responsible for defining and managing within budget; headcount and non-headcount opex
  • Evaluate and drive implementation of special customer requests by understanding cross-organizational impact and customer benefit.
  • Resolve all escalated customer issues with a goal of enhancing the customer experience.
  • Lead team through customer & executive escalations related to customer support.
  • Act as a forward-thinking leader by uncovering and exploiting new support opportunities for our customers
  • Participate in and at times drive root cause analysis and follow-up activities related to support / network events
  • Identify and implement operational efficiencies

What You Need:

  • Bachelor’s degree, preferably in telecommunications, communications or business.
  • Demonstrated leadership skills; you should be a natural leader who fosters change, motivates your team, and inspires innovation.
  • Excellent written and verbal communication skills.
  • Experience with full Microsoft Office suite and Google (gmail, google docs, etc)
  • Ability and desire to be flexible, embrace change and learn quickly.
  • Demonstrated experience and passion in providing a world-class customer experience.
  • Ability to think creatively and resolve problems effectively.
  • Ability to focus, multi-task and thrive in a fast paced environment.
  • Ability to work independently, and with minimal supervision.
  • Motivated, self-starter and able to take initiative.
  • Highly organized.
  • 5+ years experience managing people in a customer-facing role. 
  • Microsoft Office (Microsoft Excel, PowerPoint, etc.) Salesforce.com

Bonus Points:

  • Previous experience in telecommunications, Technical Support, Voice & Messaging API’s
  • Strong knowledge of software & telecommunication industry

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.

 

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