Global Customer Implementation Specialist

Bandwidth • Raleigh, NC

4d

About The Position

The Global Customer Implementation Specialist owns assigned customer implementations from deal close through graduation to the long-term support team. The role focuses on bringing customers onto live production traffic on the Bandwidth network as quickly as possible while delivering a customer experience shaped around their goals. The specialist independently manages implementation cases, builds project plans, manages customer relationships, coordinates internal teams, and keeps all parties accountable to agreed timelines. Lane assignments depend on account complexity, team needs, and demonstrated capabilities.

The specialist configures customer environments, guides compliance submissions, and troubleshoots technical issues across Bandwidth's product portfolio. They maintain working knowledge of voice, messaging, porting, 911, and Bandwidth's API-based platform to guide customers through standard implementations, identifying blockers early and coordinating resolution with support and engineering teams.

The role also requires proactive communication with customers and internal stakeholders, accurate real-time CRM and case-system updates, and complete handovers at graduation. The specialist is expected to meet or exceed lane-specific Time to First Value and Time to Live Traffic targets, manage an appropriate concurrent caseload without compromising quality, and raise recurring issues, process friction, and product gaps to leadership.

Requirements

• At least 3 years of implementation, project management, or technical customer-facing experience in a B2B SaaS or technology environment.
• Demonstrated ability to independently manage multiple concurrent projects 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, with proactive status and next-step communication.
• Ability to navigate ambiguous situations and competing priorities without losing momentum or quality.
• Proficiency with CRM, Monday.com, or equivalent CRM and project management tools.
• Bachelor's degree required.

Nice To Haves

• 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.

Responsibilities

• Own the full implementation lifecycle for assigned accounts, from case creation through graduation.
• Build and manage project plans, define milestones, assign action items, and hold all parties accountable to committed dates.
• Facilitate customer calls, training sessions, and regular status updates.
• Set expectations early, communicate changes proactively, and address customer stalls before they cause delays.
• Engage Sales when a business-side intervention is needed.
• Deliver complete handovers to the receiving team at graduation, with full context and no unresolved open items.
• Configure customer environments, guide compliance submissions, and troubleshoot technical issues across Bandwidth's product portfolio.
• Identify technical blockers early and coordinate with internal support and engineering teams to resolve them.
• Communicate clearly and consistently with customers and internal stakeholders, close the loop on open items, and provide timely updates.
• Collaborate 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 case management systems accurate and current in real time.
• Meet or exceed Time to First Value and Time to Live Traffic targets for the assigned lane.
• Manage a concurrent caseload appropriate to lane assignment and case complexity without sacrificing engagement quality.

Benefits

• 100% company-paid medical, vision, and dental coverage for employees and their families, with low deductibles and low out-of-pocket expenses.
• Four weeks of PTO for all new hires.
• PTO embargo that prevents employees and managers from interrupting employees while they are on any kind of PTO.
• Additional PTO can be earned through volunteer hours and Bandwidth challenges.
• Mahalo Moments program providing additional time off for significant life events.
• 90-minute workout lunches.
• Unlimited meetings with an in-house nutritionist.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level