Implementation Specialist II

Who We Are:

Bandwidth delivers world-class messaging, voice, and emergency service connectivity for the world’s biggest brands. We are the APIs and global network behind the platforms that the Global 2000’s use to power their internal communications, contact center platforms, apps, and software. We transform interactions for top-tier orgs—and we do it on a global scale. We’re the only ones who marry the power of our global network with the control and agility offered by our enterprise-grade APIs. Unmatched reliability meets unparalleled control. That’s the Bandwidth way.

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:

The Implementation Specialist II paves the way for a successful ongoing relationship between Bandwidth and its customers. The Implementation Specialist works with Sales, Operations, and Engineering to ensure a smooth implementation onto our communication software platform. During the onboarding process, the Implementation Specialist is the main liaison between the customer and Bandwidth guaranteeing a successful partnership.

As an Implementation specialist II, you will be responsible for setting customers up for long-term success on Bandwidth products by managing the implementation process for our Global Customers. As the technical and operational quarterback post-sale and pre-account management, you will drive adoption and customer value by managing overall project delivery including customer education and training, system configuration, QA, and setup.

What You'll Do:

• Build and foster strong relationships with customers throughout onboarding and implementation phase of engagement.
• Educate customer regarding onboarding and implementation process.
• Effectively communicate expectations and deadlines to customers by acting as a liaison between customers and internal teams.
• Ensure customer success by completing transition from implementation to long term support.
• Plans, directs and coordinates activities in order to ensure project goals are accomplished within
  defined scope and on time.
• Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
• Identifies and schedules project deliverables, milestones and required task
• Identifies resources needed and assigns individual tasks.
• Manages day-to-day operational aspects of customer onboarding and scope.
• Facilitates customer meetings effectively, including Customer Kick-Off Call, Training Demos and Post Implementation Process.
• Holds status meetings, as needed, across internal teams

What You Need:

• Bachelor’s degree (or higher) Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
• 2+ years experience in software/telecom support roles
• Strong knowledge of VoIP protocols and telecommunication industry standards
• 1+ years experience in developing delivery excellence processes around products
• Customer Service: Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving.
• Project management Skills: Ability to manage multiple customers and their timelines. Know when to prioritize based on internal expectations.
• Multi-Tasking: Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment.
• Problem-solving: Skilled in identifying issues, developing solutions, and implementing effective case resolution.
• Communication and Relationship Building: Effective verbal and written communication skills, with the ability to build and maintain relationships with customers and internal stakeholders.

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…

• Work laptop & mobile phone with a competitive subscription plan, and an internet allowance to support the costs of the Internet at home.
• We contribute 8% of your monthly gross salary into your private pension.
• Income protection plan to ensure you’ll receive a regular income if you are unable to work due to illness or injury.
• Life insurance providing financial support to your loved ones in the event of your unexpected passing.
• Health insurance, with extensive coverage, a simple claim process and the possibility to cover your life partner and children.
• Extensive Employee Assistance Programme, offering 24/7 counseling and support on all areas of life (personal and professional).
• Unlimited, free and anonymous consultations with our dedicated therapist.
• Childcare support
• Cycle to work scheme
• 24 days annual leave per year and 1 additional day every 3 years.
• Time-Off Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your time-off - not even with email.
• Additional time-off 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, contribution to your monthly fitness subscription and unlimited virtual meetings with our very own nutritionist.

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.

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