Global Service Delivery Manager

Company: Bandwidth Inc.
Location: Raleigh
Posted on: January 16, 2022

Job Description:

Who We Are

Bandwidth lives for innovation! Our technology powers brands like Google, Microsoft, GoDaddy, Arlo, Netgear, Zoom, Rover and more of the most exciting leaders in technology. Our intelligent voice, messaging, 9-1-1 access, and phone number services- all backed by Bandwidth's own nationwide, all-IP voice network-allow us to power the way people communicate, connect, and do business.

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

Are you excited about the position and its responsibilities, but not sure if you're 100% qualified? Do you feel you can work to help us crush the mission? If you answered 'yes' to both of these questions, we encourage you to apply! You won't want to miss the opportunity to be a part of the BAND.

The Global Service Delivery Manager (SDM) is responsible for ensuring strategic customers are delivered a thoroughly positive experience through onboarding new accounts and maintaining a strong relationship with existing business. These customers are of the large enterprise scale and are critical accounts. Team members are responsible for the overall post-sales customer relationship, courting/winning new customers, and are the ambassadors on behalf of the customer within Bandwidth.

The Service Delivery team is overall a facilitator for our customers, and as a result a SDM can expect to work across multiple teams and multiple departments. A SDM can expect to frequently interact with billing, sales, engineering, LNP (local number portability), product, and other groups in supporting a variety of customer issues.

This role is responsible for two to five strategic customers (subject to change, depending on the nature of customer activity) and will have priority access to design, customize and deploy business processes in support of the strategic customer across all departments within Bandwidth.

The Global SDM will likely be a PRINCIPAL SDM for at least one account, where he/she is responsible for the Global customer experience. He/she would be supported by REGIONAL SDMs where the customer has services in the world, and would coordinate interactions, deliverables, from these Regional owners.

What You'll Do
Dedicated Service Delivery Manager (SDM) assigned to maintain and oversee overall operational excellence
Lead supporting Regional SDMs in providing world class global customer experience
SDM is a focused point of contact that can liaise customer needs across Bandwidth organization
Escalation point for sensitive customer matters
Provides training, documentation, on-demand and without restriction to customer
Lead implementation and support teams to design & implement processes to support customer business needs.
Organize and administer weekly service review conference calls (or at desired customer pace)
Provide a forum to review and discuss the most critical KPIs and/or events
Review issues and problems that are blocking so that the appropriate resources can be assigned.
Facilitate appearance of necessary Bandwidth Subject Matter Experts as needed
Track, manage, deliver actions and follow-ups
Proactively review & manage customer support requests across Bandwidth teams, ensuring appropriate level of attention and resolution are applied.
Triage a wide variety of customer needs to the appropriate internal owner
Conduct regular meetings with customer and internal teams to discuss program status, discuss/resolve issues and drive ownership & resolution.
Conduct quarterly account reviews customer & internal teams, including mid-level & executive leaders. Travel to customer site if preferred by customer.
May participate in sales activities and RFPs, representing Bandwidth Operations

What You Need
4 Year college degree
5 years experience in customer-facing account management or program management role for strategic customer
Strong knowledge of program management and leadership combined with technical aptitude
Microsoft Excel, PowerPoint, Salesforce.com

Bonus Points
The candidate would demonstrate a strong history of customer management and support
4+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in Telecommunications, VoIP, 9-1-1 VoIP, PSAP experience, or 9-1-1 dispatch experience
Knowledge of VoIP and VoIP 9-1-1 familiarity is strongly preferred. The ideal candidate will demonstrate an understanding of SIP routing and terminology.
MSAG, ALI database management, dispatch/PSAP experience
Knowledge of LNP (Local Number Portability), and familiarity in working with wholesale scaled businesses

The Whole Person Promise

We make a "Whole Person" promise to our team. You can have both meaningful work PLUS a full life at Bandwidth. We focus on accomplishing our mission as "whole people." That means we take care of our people-in body, mind, and spirit.
Health: We pay 100% for benefits coverage including Medical, Dental, Vision, Prescription, Life, and Disability. Generous paid time off (PTO) policy including paid parental leave, EAP and 401K match.
Fitness: 90-minute fitness lunch with a paid gym membership for workouts. On-site cardio gym, locker room/showers, classes, and sponsored sports and leagues. Nutritionist and personal trainer on-site.
Volunteer: We have a program dedicated to providing volunteer opportunities to employees, BandwidthCares.

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Keywords: Bandwidth Inc., Raleigh , Global Service Delivery Manager, Executive , Raleigh, North Carolina