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Customer Success Manager
2 months ago
We are seeking a highly skilled Customer Success Manager to join our team at Bandwidth. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer support and ensuring the success of our enterprise customers.
Key Responsibilities- Develop and maintain strong relationships with our most profitable customers, serving as a trusted partner and subject matter expert.
- Share deep product knowledge and provide expert support to customers, ensuring their needs are met and exceeded.
- Drive analysis to pinpoint issues, working closely with Technical Support, Network Operations, Engineering, Product Management, and Sales teams.
- Initiate proactive analysis of key performance indicators, monitoring MOU/revenue for key accounts.
- Partner with sales account managers to identify opportunities to expand Bandwidth's products and services, meeting emergent customer requirements.
- Deliver business reviews and regular check-in calls to review account stats, troubleshooting tickets, and 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.
- Effectively manage customer interactions in Salesforce, documenting all scheduled customer calls 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.
- Bachelor's degree required.
- 3-5 years of experience in customer management and support, with a strong history of delivering exceptional customer experiences.
- Strong technical orientation and customer-centric mindset.
- Knowledge of VoIP protocols and telecommunication industry standards.
- Commitment to excellence, driven by personal, team, and company success.
- Problem-solving skills, with exceptional critical thinking and initiative.
- Project management skills, with the ability to quarterback internal and external initiatives.
- Ability to lead, manage, or influence both internal resources and customer resources to achieve successful outcomes.
- Exceptional organizational and communicative skills.
- Excellent interpersonal skills, with the ability to build successful relationships with various stakeholders.
- Microsoft Excel and PowerPoint experience.
- 4+ years of strongly demonstrated customer support experience, ideally with enterprise/business accounts, and specifically in software, APIs, or communications.
- Communications industry familiarity is strongly preferred.
- Familiarity with basic software development practices and 9-1-1 specifics, such as MSAG, ALI database management, and dispatch/PSAP experience, is a plus.
