Strategic Customer Success Manager

Who We Are: Bandwidth , a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders! 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: The Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across our products and services. As a Service Delivery Manager, you will serve as the primary liaison and advocate for strategic accounts, managing them autonomously to ensure operational excellence. As a key advisor to senior leadership, the Service Delivery Manager collaborates with sales on account strategy and revenue growth, conducts regular service reviews, and works to boost customer satisfaction and service adoption. What You'll Do: Build and sustain strong relationships with your portfolio of strategic and high-value customers, acting as a trusted advisor and advocate throughout their journey with Bandwidth. As the primary contact for these key accounts, you will manage all aspects of the customer relationship, including tailored service solutions and customized support. Proactively identify and address potential issues before they affect the customer, mitigating churn risk, safeguarding revenue, and ensuring a seamless experience. Additionally, you will be responsible for preparing meeting materials, including slide decks and agendas, to facilitate productive discussions and align on goals and strategies. Collaborate with internal teams, such as Product and Operations, to address customer challenges, highlighting areas for improvement and assisting in the identification of potential innovations. Leverage in-depth technical knowledge to share best practices with customers to help them effectively utilize our services while identifying and alerting on potential risks, minimizing downtime and potential revenue loss. Facilitate root cause analysis and problem-solving initiatives by partnering with Product, Operations, and Development teams to tackle complex customer issues and put preventive measures in place. Relay customer feedback to leadership, providing insight about potential product and service enhancements. Serve as key contact within the Operations department to facilitate smooth interaction among teams, ensuring timely response and solution delivery for customer requests. Identify and suggest improvements to existing processes to enhance customer experience and operational efficiency. Collaborate with internal teams and leadership to implement new processes and tools that enhance service delivery and boost customer satisfaction, to support operational excellence. Engage with a diverse range of clients and internal teams, valuing different perspectives and fostering cooperation to achieve positive outcomes. At times, they may be required to join and lead after-hours conference bridges in the event of a major service outage or event. Some travel is required to client site(s), both domestic and (potentially) international. What You Need: Education: 4 Year college degree required Experience: 3+ years experience in customer-facing account management or program management role, with strategic customers. Familiarity with customers generating significant annual revenue. Experience in engaging with leadership and contributing to C-Level discussions. Knowledge: The ideal candidate will be familiar with Program Management, VoIP, VoIP routing, Local Number Portability (LNP), and account management experience ... (truncated, view full listing at source)