Global Customer Implementation Specialist

Bandwidth • Raleigh, NC

10h

About The Position

The Global Customer Implementation Specialist owns the customer implementation journey from deal close through handoff to the long-term support team. The role focuses on getting customers onto live production traffic on the Bandwidth network as quickly as possible while tailoring the implementation experience to customer goals.

The specialist independently manages cases, project plans, customer relationships, internal coordination, and timelines. They configure customer environments, guide compliance submissions, troubleshoot technical issues, communicate proactively, maintain accurate case records, and contribute feedback on recurring issues and process or product gaps. Lane assignments depend on account complexity, team needs, and demonstrated capabilities.

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 ambiguity and competing priorities without losing momentum or quality.
• Proficiency in 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 to the long-term support team.
• Build and manage project plans, define milestones, assign action items, and hold parties accountable to committed dates.
• Facilitate customer calls and training sessions, provide regular status updates, set expectations, and communicate changes proactively.
• Identify customer delays and engage Sales when business-side intervention is needed.
• Provide complete handovers to the receiving team, with full context and no unresolved open items.
• Configure customer environments, guide compliance submissions, and troubleshoot technical issues across Bandwidth's product portfolio.
• Develop the working knowledge needed to guide customers through standard implementations involving voice, messaging, porting, 911, and Bandwidth's API-based platform.
• Identify technical blockers early and coordinate with support and engineering teams to resolve them.
• Communicate clearly and consistently with customers and internal stakeholders, close the loop on open items, and proactively share changes.
• Collaborate with 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 assigned-lane Time to First Value and Time to Live Traffic targets.
• Manage a concurrent caseload appropriate to lane assignment and case complexity without sacrificing 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: employees are not expected to work while taking time off, and colleagues and managers are not allowed to interrupt PTO, including by email.
• 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