Global Customer Success Manager I

The role

You will oversee the customer journey and serve as the primary point of contact within the Customer Operations department. You will advocate for customers, nurture operational relationships, and collaborate with internal teams to enhance satisfaction.

What you will do

• Act as a customer advocate to identify product and operational improvements.
• Communicate customer expectations and deadlines to internal teams.
• Organize and lead routine customer meetings and wellness plan discussions.
• Share updates and information with internal leadership.
• Address customer issues and tickets and escalate when necessary.
• Maintain familiarity with internal technical tools and customer portals.

Required qualifications

• BA Degree
• Familiarity in the tech industry (networking/telecommunications), project management, customer management, etc.
• Experience in handling challenging relationships, problem solving, technical project management, API and basic software development.
• Project tracking software (i.e. Jira)
• CRM tools (i.e. Salesforce)
• Microsoft Excel
• PowerPoint
• Customer Ticketing Platforms (i.e. Zendesk)

Nice to have

• 1-2 years experience preferred in the areas of customer management.
• May be required, at times, to join and lead after-hours conference bridges in the event of a major service outage or event.
• Some travel required to client site(s), both domestically and potentially internationally.

Benefits

• Work laptop and an internet allowance
• 8% monthly gross salary contribution to private pension
• Income protection plan
• Life insurance
• Health insurance
• Employee Assistance Programme
• Unlimited, free and anonymous consultations with a dedicated therapist
• Childcare support
• Cycle to work scheme
• 24 days annual leave per year and 1 additional day every 3 years
• Time-Off Embargo
• Additional time-off through volunteer hours and Bandwidth challenges

About the company

Bandwidth is a global communications software company and Tier 1 network operator. They provide voice, messaging, and emergency services infrastructure.