At a Glance
- Tasks: Lead a team to transform customer service into proactive partnerships and drive success.
- Company: Join Bandwidth, a global leader in communications software with a collaborative culture.
- Benefits: Enjoy competitive salary, health insurance, unlimited time off, and wellness perks.
- Other info: Embrace a culture that values your whole self and offers excellent career growth.
- Why this job: Make a real impact in a dynamic environment while shaping the future of communication.
- Qualifications: 5+ years in customer management and leadership experience required.
The predicted salary is between 56700 - 69300 £ per year.
Description
Who We Are
Bandwidth , we shape how the world connects.
We're the global communications software company and Tier 1 network operator with global reach.
The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.
Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful.
And as communications shifts to AI, we're the infrastructure layer making it possible.
We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.
We're experts who speak like humans. Ready to build what's next?
#Join The Band
What We Are Looking For
As the
Manager of the Global Service Delivery team , you will transform the team from a reactive support function into a proactive, consultative partner that anticipates customer needs and drives adoption and value realization.
You will work cross-functionally with Sales, Product, and Operations to influence account strategy, advocate for customer interests, and support Bandwidth's broader evolution from a telecommunications company to a leading software platform provider.
As a key leader, the Manager also plays a critical role in developing talent, scaling processes, and advocating for customer needs at a departmental level.
What You'll Do
- Lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes.
Foster a culture of accountability, professional development, and proactive engagement.
- Evolve the Service Delivery approach from reactive problem-solving to proactive, consultative customer partnership, empowering the team to anticipate customer challenges and identify opportunities to accelerate success.
- Conduct regular coaching sessions and performance reviews, fostering a culture of professional development, accountability, and operational excellence.
- Partner cross-functionally with Sales, Product, and Operations to align on customer account strategies, promote seamless coordination, and drive adoption of Bandwidth’s platform and services.
- Monitor team performance through KPIs and metrics, identifying trends and developing action plans to improve efficiency, customer satisfaction, and retention.
- Act as an escalation point for complex or high-visibility customer issues, ensuring timely resolution and appropriate internal visibility.
- Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote efficiency and scalability.
- Use customer feedback and team insight to identify product improvements, process refinements, and strategic opportunities for innovation across Customer Success.
- Contribute to the team’s transformation initiatives, championing Bandwidth’s shift from a traditional telecom service model to a proactive, software-driven customer engagement experience.
- Participate in strategic customer business reviews and key account discussions to represent the Service Delivery team, providing insights on operational performance, service improvements, and opportunities to enhance customer outcomes.
- May be required to participate in or oversee after-hours response during major customer-impacting events.
- Occasional domestic and (potentially) international travel required for customer or team engagements
What You Need
• Education
- BA Degree required
• Experience
- 5+ years of experience in customer-facing account management, service delivery, or program management roles.
- 2+ years of experience managing or leading a customer-facing team.
- Proven ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impact.
• Knowledge
- Strong understanding of program management, Vo IP, routing, Local Number Portability (LNP), and enterprise account management.
- Knowledge of operational frameworks, performance metrics, and customer success methodologies.
• Skills
- Demonstrated leadership skills, including coaching, mentoring, and team development.
- Strong project management and problem-solving skills.
- Excellent communication and executive presentation abilities.
- Experience in managing complex and challenging relationships, technical project management, API and basic software development, Project Tracking Software (Jira), CRM (Salesforce), Microsoft Excel, Power Point, Customer Ticketing Platforms (Zendesk, Intercom).
Bonus Points
• Education
- Post-graduate qualification.
• Experience
- The candidate would demonstrate a strong history of customer management and support within numerous global locations.
- 5+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in Telecommunications.
- Familiarity with scaling service delivery in a global organization.
• Knowledge
- Knowledge of Vo IP, Saa S and UCaa S preferred.
- The ideal candidate will demonstrate an understanding of Vo IP technology and terminology.
- Familiarity with scaling service delivery in a global organization.
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 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.
- #J-18808-Ljbffr
Manager, Global Customer Success employer: Triwill Group
Vercel is an exceptional employer that prioritises a culture of innovation and collaboration, making it an ideal place for leaders in the tech industry. With a competitive compensation package, flexible time off, and ample opportunities for mentorship and professional growth, employees are empowered to excel in their roles while contributing to the cutting-edge development of web technologies. Located in London, Vercel offers a dynamic work environment that fosters creativity and supports a diverse workforce, ensuring that every team member can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Global Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Triwill Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Triwill Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Global Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Triwill Group:Your cover letter is your chance to shine! Tell us why you want to work at Triwill Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Triwill Group!
How to prepare for a job interview at Triwill Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
