What You'll Do
Own each customer engagement from case creation through graduation. Build the project plan, establish milestones, assign action items, and hold every stakeholder accountable to committed timelines.
Spot engagements at risk of stalling before they become delays. Take action to get things moving, and escalate directly when needed. Involve Sales when a business-side conversation is required.
Drive issue resolution across cross-functional teams. When testing, provisioning, or implementation uncovers issues, engage the appropriate teams, establish clear ownership and resolution timelines, and follow through until the problem is resolved.
Set up and configure customer accounts, and guide customers through required onboarding steps, compliance submissions, and testing to get them ready for launch.
Set expectations from day one. Lead customer calls, training sessions, and regular status updates, communicating progress, risks, and changes before anyone has to ask.
Follow through on every open item. Provide clear, specific, timely updates so customers and internal teams always know the status, next steps, and who's responsible.
Deliver complete handoffs to the long-term support team, ensuring full context, thorough documentation, and no unresolved items.
Keep CRM and case management systems accurate and current in real time.
Identify recurring friction, process gaps, and product issues, and bring them to leadership with supporting context and recommendations.
What You Need
5+ years of relevant experience in customer-facing implementation, project management, or technical delivery roles within B2B SaaS, telecommunications, or a similar environment, ideally with large enterprise customers.
Proven project ownership: Ability to independently manage multiple large, complex customer implementations simultaneously, driving each from initiation through successful completion.
Cross-functional influence: Ability to build alignment and drive action across teams you don't directly manage, resolve issues collaboratively, and escalate when necessary while maintaining strong working relationships.
Strong communication skills: Excellent written and verbal communication. You set clear expectations, provide proactive updates, and keep customers and internal stakeholders informed so no one has to chase you for status or next steps.
Sound judgment and prioritization: Ability to navigate competing priorities, make independent decisions, and maintain urgency, momentum, and quality across multiple engagements.
Technical aptitude: Working knowledge of voice, messaging, and APIs, with the ability to configure customer accounts, guide implementations, recognize common issues, and ask the right technical questions. Curiosity and the ability to learn quickly matter more than deep technical expertise.
Tools and systems: Proficiency with CRM platforms and project management tools, along with a commitment to accurate, timely documentation.
Education: Bachelor's degree
SI Proficiency: SI is a reliable part of your daily routine. You write clear, structured prompts, adjust your approach when the output doesn’t land, and always verify results before you act on them. You’re also mindful of using SI efficiently, including how many tokens you spend.
Bonus Points
Industry experience: Experience in CPaaS, telecommunications, or API-based product environments.
Messaging and porting knowledge: Familiarity with 10DLC registration, Toll-Free Verification, and telephone number porting processes.
Regulatory awareness: Familiarity with compliance requirements and regulatory considerations for international voice services.
The Whole Person Promise
At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…
100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
All new hires receive four weeks of PTO.
PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
“Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.
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.
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