Global Customer Implementation Specialist

Who We Are:

What We Are Looking For:

The Global Customer Implementation Specialist is the engine of the Bandwidth Implementation team. You own your customers from the moment a deal closes to the moment they graduate to their long-term support team, and you drive that journey with purpose. Getting customers to live production traffic on the Bandwidth network as fast as possible is the mission, and you take that personally.
You own your cases without day-to-day direction. You build project plans, manage customer relationships, coordinate across internal teams, and hold everyone accountable to the timeline including the customer. You understand what the customer is trying to achieve and you shape the experience around that outcome, not just the checklist.
You are expected to deliver consistently, communicate proactively, and contribute to the team beyond your own case load. Lane assignment is determined by account complexity, team need, and your demonstrated capabilities.

What You'll Do:

• Customer and project management
  • Own the full implementation lifecycle for assigned accounts from case creation through graduation.
  • Build and manage a project plan for assigned accounts. Define milestones, assign action items, and keep all parties accountable to committed dates.
  • Facilitate customer calls, training sessions, and regular status updates. Set clear expectations from day one and communicate changes proactively.
  • Identify and address customer stalls before they become delays. Engage Sales when a business-side intervention is needed.
  • Deliver complete handovers to the receiving team at graduation with full context and no open items left unresolved.
• Technical execution
  • Configure customer environments, guide compliance submissions, and troubleshoot technical issues across Bandwidth's product portfolio.
  • Develop working knowledge of voice, messaging, porting, 911, and Bandwidth's API-based platform sufficient to guide customers independently through standard implementations
  • Identify technical blockers early and coordinate with internal support and engineering teams to resolve them without letting the customer spin.
• Communication and collaboration
  • Communicate clearly and consistently with customers and internal stakeholders. Updates are specific, timely, and never require a follow-up to understand.
  • Close the loop on every open item. When something changes, communicate it before being asked.
  • Collaborate effectively across Sales, Account Management, Technical Support, Porting, and Product teams to drive customer outcomes.
  • Surface recurring issues, process friction, and product gaps to leadership with supporting context.
• Operational standards
  • Keep CRM and all case management systems accurate and current in real time.
  • Meet or exceed Time to First Value and Time to Live Traffic targets established for the assigned lane.
  • Manage a concurrent case load appropriate to lane assignment and case complexity without sacrificing quality on any engagement.

What You Need:

• 3 or more years of implementation, project management, or technical customer-facing experience in a B2B SaaS or technology environment.
• Demonstrated ability to manage multiple concurrent projects independently from initiation through completion.
• Working knowledge of VoIP, SIP, or telecommunications concepts sufficient to guide customers through technical onboarding.
• Strong written and verbal communication skills. Customers and colleagues should rarely need to follow up for a status or next step.
• Ability to navigate ambiguous situations and competing priorities without losing momentum or quality.
• Proficiency in CRM, Monday.com, or equivalent CRM and project management tools.
• Bachelor's degree required.

Bonus Points:

• Experience in CPaaS, telecommunications, or API-based product environments.
• Familiarity with 10DLC, Toll-Free Verification, and porting processes.
• Experience working cross-functionally across Sales, Engineering, and Support teams to drive customer outcomes.

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.