Who We Are:
At 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? #JoinTheBand
What We Are Looking For:
The Enterprise Customer Implementation Specialist is the execution engine of the Implementation team, turning plans into action, coordinating across teams, and driving customers to a successful launch. You own each customer relationship from the moment a deal closes through graduation to long-term support. Your mission is to get customers live on the Bandwidth network as quickly and seamlessly as possible, so they start seeing value sooner, and you take personal responsibility for making that happen.
You independently manage multiple large, complex enterprise customer implementations at once, each with its own priorities, stakeholders, and moving parts. You lead the engagement from planning through execution: building project plans, managing customer relationships, aligning internal teams, and holding everyone accountable to timelines and commitments, including the customer. You look beyond tasks and checklists to understand what each customer is trying to achieve and shape the implementation experience around those goals.
What You'll Do:
Own each customer engagement from case creation through graduation. Build the project plan, establish milestones, assign action items, and hold every stakeholder accountable to committed timelines.
Spot engagements at risk of stalling before they become delays. Take action to get things moving, and escalate directly when needed. Involve Sales when a business-side conversation is required.
Drive issue resolution across cross-functional teams. When testing, provisioning, or implementation uncovers issues, engage the appropriate teams, establish clear ownership and resolution timelines, and follow through until the problem is resolved.
Set up and configure customer accounts, and guide customers through required onboarding steps, compliance submissions, and testing to get them ready for launch.
Set expectations from day one. Lead customer calls, training sessions, and regular status updates, communicating progress, risks, and changes before anyone has to ask.
Follow through on every open item. Provide clear, specific, timely updates so customers and internal teams always know the status, next steps, and who's responsible.
Deliver complete handoffs to the long-term support team, ensuring full context, thorough documentation, and no unresolved items.
Keep CRM and case management systems accurate and current in real time.
Identify recurring friction, process gaps, and product issues, and bring them to leadership with supporting context and recommendations.
What You Need:
5+ years of relevant experience in customer-facing implementation, project management, or technical delivery roles within B2B SaaS, telecommunications, or a similar environment, ideally with large enterprise customers.
Proven project ownership: Ability to independently manage multiple large, complex customer implementations simultaneously, driving each from initiation through successful completion.
Cross-functional influence: Ability to build alignment and drive action across teams you don't directly manage, resolve issues collaboratively, and escalate when necessary while maintaining strong working relationships.
Strong communication skills: Excellent written and verbal communication. You set clear…