Global Customer Implementation Lead

Bandwidth Inc.; Raleigh (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Vision & Dental coverage

4 weeks PTO

PTO Embargo policy

Mahalo moments time off

Workout lunches with nutritionist

Job summary

Bandwidth is seeking a Global Customer Implementation Specialist to own the end-to-end onboarding of customers onto the Bandwidth network. You’ll drive the implementation lifecycle, coordinate across Sales, Engineering, and Support, and ensure production traffic goes live on schedule.

You’ll build project plans, manage stakeholder expectations, and guide customers through technical onboarding, including VoIP and telecom components, while maintaining proactive communication and strong

Qualifications

• 3+ 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.
• Bachelor's degree required.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Project management

Customer facing

Communication skills

CRM proficiency

Multitasking

Education

Bachelor's degree

Tools

CRM systems

Monday.com

Job description

Bandwidth is seeking a Global Customer Implementation Specialist to own the end-to-end onboarding of customers onto the Bandwidth network. You’ll drive the implementation lifecycle, coordinate across Sales, Engineering, and Support, and ensure production traffic goes live on schedule.

You’ll build project plans, manage stakeholder expectations, and guide customers through technical onboarding, including VoIP and telecom components, while maintaining proactive communication and strong