AireSpring

Customer Success Manager

• Manage a portfolio of designated client accounts to ensure high customer satisfaction and drive account growth.
• Serve as the primary liaison between customers and internal teams.
• Cultivate strong relationships to ensure that clients continue to trust AireSpring for their business needs.
• Oversee all aspects of the client relationship, from resolving daily operational challenges to identifying expansion opportunities within your accounts.
• Promote and upsell telecom products and services effectively.

Customer Success Manager – Telecom

• Serve as the primary point of escalation contact for a portfolio of key clients.
• Develop strong, trusted relationships to ensure customer satisfaction and loyalty.
• Regularly communicate with clients to understand their goals, challenges, and feedback.
• Lead the onboarding process for new customers to ensure a smooth transition from sales.
• Train clients on platform features and best practices to drive product adoption.
• Monitor customer health metrics and proactively address issues.
• Develop and execute strategies to increase customer retention and reduce churn.
• Address and resolve client concerns quickly and effectively.
• Analyze customer usage data to provide insights and recommendations.
• Partner with Product and Support teams to relay customer feedback and advocate for product improvements.

Customer Success Service Manager – Telecom

Vice President

• Take ownership of escalated customer and partner issues requiring senior involvement.
• Drive rapid and disciplined resolution of delivery, service impacting, billing, and carrier related escalations.
• Set expectations, decision rights, and accountability across all teams involved in escalation response.
• Engage directly with enterprise customers, partners, and carriers when position level escalation involvement is required.
• Identify operational and commercial failures contributing to escalations and drive permanent corrective actions.
• Ensure each escalation produces actionable learnings that strengthen process, system, and training standards.
• Collaborate closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues.
• Deliver concise, accurate communication that reflects position level expectations throughout each escalation.
• Build trust with senior stakeholders through clarity, consistency, and disciplined follow through.
• Maintain KPIs focused on resolution time, communication quality, customer impact, and recurrence reduction.
• Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans.
• Oversee the escalation intake and tracking platforms including the Power App escalation system.
• Ensure workflows follow standardized severity levels, SLAs, and routing logic.
• Remove departmental barriers that might otherwise slow or complicate issue resolution.
• Drive synchronized workstreams during escalations with shared context and aligned priorities.
• Lead escalation reviews that reinforce speed, structure, and accountability across all involved teams.

Vice President of Escalations – MSP, Telecom

Manager

• Lead the internal IT Helpdesk team, ensuring timely support for hardware, software, connectivity, and access issues across the organization.
• Manage service level agreements (SLAs), incident response, and escalations.
• Implement and continuously optimize ITIL-based processes (incident, change, asset, and configuration management).
• Oversee the design, implementation, and maintenance of enterprise IT infrastructure, including: Servers (Windows/Linux), virtualization (VMware/Hyper-V) Active Directory, DNS/DHCP, Group Policy, Office 365/Azure AD Corporate firewalls, switches, routers, and VPNs Cloud services (AWS, Azure, or GCP) and hybrid environments Maintain robust backup, disaster recovery, and high availability strategies.
• Ensure enterprise-wide compliance with cybersecurity best practices (NIST, ISO 27001, SOC 2).
• Lead annual compliance audits.
• Manage endpoint protection, MDM, MFA, and vulnerability management.
• Work closely with 3rd party consultants and internal engineering teams to secure internal networks and customer-facing services.
• Collaborate with engineering and operations teams to support telecom-specific systems (e.g., OSS/BSS platforms, SIP/VoIP infrastructure, NMS/EMS tools). Maintain uptime and support for telecom-related applications, test labs, and secure provisioning tools.
• Hire, mentor, and manage a high-performing IT support and infrastructure team.
• Manage IT budgets, procurement, licensing, and vendor relationships. Coordinate third-party support contracts and service providers. Bring hands-on experience with hardware troubleshooting and system architecture. Possess proven abilities to research, evaluate, and recommend new technologies.

Manager, Information Technology – Telecom

Engineer

• Provide Tier 3 support for diverse network environments including Cisco, Fortinet, Palo Alto, ADTRAN, Juniper, Meraki, and HP/Dell switches
• Troubleshoot advanced routing protocols: OSPF, EIGRP, BGP, MPLS, DMVPN
• Support SD-WAN platforms (Cisco Viptela, Ecessa, Vergx) and wireless LAN controllers
• Configure and troubleshoot voice services: SIP, PRI, Hosted PBX, TDM/IP interworking, Fax over IP
• Collaborate with field techs and ISPs to resolve complex issues
• Perform root cause analysis and implement long-term solutions
• Analyze SIP traffic using Wireshark and other diagnostic tools
• Maintain documentation and ensure SLA compliance
• Design and implement network security solutions, including firewalls, VPNs, and intrusion detection/prevention systems
• Develop and execute network migration plans for large-scale infrastructure upgrades
• Conduct performance tuning and capacity planning for enterprise networks
• Mentor and provide technical guidance to Tier 1 and Tier 2 support teams
• Participate in on-call rotation to provide 24/7 support for critical issues
• Contribute to the development of best practices and standard operating procedures
• Evaluate and recommend new technologies to improve network performance and reliability

Managed Services Engineer – Tier 3

Project Manager

• Manage end-to-end delivery of managed services projects, from initial planning through deployment and close-out.
• Oversee 80+ concurrent or sequential projects annually, with a focus on business infrastructure services such as EIA, SD-WAN, GPON, and firewall installations.
• Collaborate with cross-functional teams, clients, and third-party carriers (e.g., AT&T, CenturyLink, Verizon) to ensure seamless coordination and communication.
• Maintain detailed project documentation including project plans, status updates, process flows, and post-implementation reports.
• Monitor and manage project scope, timelines, budgets, and resources to ensure successful delivery and operational readiness.
• Develop and implement standardized procedures to improve project workflows and increase efficiency.
• Act as primary liaison for customer communications, ensuring high satisfaction and timely issue resolution.
• Use project tracking tools to provide consistent reporting and updates to stakeholders.

Managed Services Project Manager – Telecom

Accounting Manager

• Lead and manage the monthly accounting close process to ensure accuracy, completeness, and timeliness of financial reporting.
• Oversee all aspects of general ledger accounting, account reconciliations, journal entries, and consolidations.
• Partner with the offshore Controller and accounting team to strengthen close processes, documentation standards, and internal controls.
• Develop and implement scalable policies, procedures, and checklists to support a disciplined monthly “hard close” environment.
• Coordinate with external auditors, ensuring all schedules, memos, and supporting documentation are prepared accurately and on time.
• Support the Chief Accounting Officer with financial reporting, audit coordination, lender covenant reporting and compliance, and strategic review activities.
• Research and document technical accounting conclusions on complex transactions.
• Evaluate and implement process automation, system enhancements, and workflow tools to improve accounting efficiency and accuracy.
• Serve as a mentor and process leader to the offshore accounting team, establishing quality standards and accountability measures.

Director of Accounting Operations – Telecom

Director

• Develop and execute a national strategy for channel programs that aligns with the company’s business goals.
• Lead, manage, and expand the channel partner ecosystem, including recruiting, onboarding, and enabling new partners.
• Design and implement programs that drive revenue growth and improve partner performance, including training, sales support, and incentives.
• Collaborate with cross-functional teams including sales, marketing, and product development to ensure alignment of channel strategies with business objectives.
• Monitor channel performance, analyze results, and report on KPIs to ensure programs are driving optimal results.
• Foster strong relationships with key channel partners, providing ongoing support and guidance to maximize performance.
• Ensure that all channel activities and processes comply with industry standards, including SOC2, ensuring the security of data and privacy compliance.
• Provide leadership and guidance to channel teams, ensuring resources are effectively allocated and team goals are met.
• Handle other tasks as requested by management.

National Director of Channel Programs – Telecom

• Take ownership of escalated customer and partner issues requiring senior involvement.
• Drive rapid and disciplined resolution of delivery, service impacting, billing, and carrier related escalations.
• Set expectations, decision rights, and accountability across all teams involved in escalation response.
• Engage directly with enterprise customers, partners, and carriers when position level escalation involvement is required.
• Identify operational and commercial failures contributing to escalations and drive permanent corrective actions.
• Ensure each escalation produces actionable learnings that strengthen process, system, and training standards.
• Collaborate closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues.
• Serve as the senior escalation contact for partners, customers, Channel Managers, and the AireSpring executive team.
• Deliver concise, accurate communication that reflects position level expectations throughout each escalation.
• Establish communication standards that eliminate the need for customers, partners, or internal teams to seek repeated updates.
• Maintain KPIs focused on resolution time, communication quality, customer impact, and recurrence reduction.
• Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans.
• Oversee the escalation intake and tracking platforms including the Power App escalation system.
• Ensure workflows follow standardized severity levels, SLAs, and routing logic.
• Remove departmental barriers that might otherwise slow or complicate issue resolution.
• Lead escalation reviews that reinforce speed, structure, and accountability across all involved teams.

Vice President of Escalations

General Counsel

• You will handle a variety of tasks, including commercial contract review, drafting, and negotiation.
• You must have ability to work and communicate well with others, yet also be able to work self-sufficiently.
• Based on your experience, you may also assist in intellectual property, employment, regulatory, corporate governance, or litigation matters.

In-House Counsel

Marketing

• Assist in the planning, execution, and coordination of marketing campaigns across multiple channels
• Support the organization and management of trade shows, conferences, and other marketing events
• Collaborate with team members to create and distribute engaging content for email marketing and social media campaigns
• Coordinate with external vendors and internal stakeholders to ensure timely delivery of marketing materials and collateral
• Assist in the development and maintenance of marketing calendars and project timelines
• Support the creation and distribution of marketing materials, including brochures, presentations, and digital assets
• Maintain organized records of marketing activities, expenses, and results

Marketing Coordinator

• Assist in the planning, execution, and coordination of marketing campaigns across multiple channels
• Support the organization and management of trade shows, conferences, and other marketing events
• Collaborate with team members to create and distribute engaging content for email marketing and social media campaigns
• Manage and update the company's social media presence, ensuring consistent brand messaging
• Coordinate with external vendors and internal stakeholders to ensure timely delivery of marketing materials and collateral
• Track and analyze marketing campaign performance, providing regular reports on key metrics
• Assist in the development and maintenance of marketing calendars and project timelines
• Support the creation and distribution of marketing materials, including brochures, presentations, and digital assets
• Contribute to the management of the company's website content and blog
• Assist in conducting market research and competitor analysis to inform marketing strategies
• Maintain organized records of marketing activities, expenses, and results

Security Engineer

• Administer and maintain IT systems and infrastructure, including servers, storage, and cloud platforms, to support telecom operations.
• Ensure the performance, security, and availability of enterprise IT systems tailored to the telecom industry’s needs.
• Collaborate with internal teams to support telecom-specific applications and integrations.
• Manage user accounts, access permissions, and IT resources across various systems.
• Monitor system performance, troubleshoot issues, and provide timely resolutions to minimize downtime.
• Implement and manage data backup, recovery, and disaster recovery solutions.
• Ensure compliance with telecom industry standards, data protection regulations, and company policies.
• Create and maintain documentation for system configurations, processes, and troubleshooting guides.
• Provide technical support to end users, ensuring effective communication and resolution of IT-related concerns.
• Research and recommend technology upgrades or enhancements to optimize IT operations.
• Stay updated on the latest IT trends and practices relevant to the telecom sector.
• Follow SOC2 protocols to ensure the company’s compliance with industry standards for security and data privacy.
• Handle other duties as assigned by management, contributing to the team’s success and business objectives.
• Must learn proprietary applications.

IT Security Systems Administrator – Telecom

• Collaborate with other teams to ensure seamless integration of UCaaS services with clients’ existing IT environments.
• Oversee the configuration, deployment, and troubleshooting of UCaaS systems based on Alianza Metaswitch platforms.
• Ensure the UCaaS service delivery aligns with customer requirements, business objectives, and best practices.
• Develop and maintain detailed documentation for UCaaS systems, configurations, and procedures.
• Manage technical escalations and provide expert guidance to the engineering team in resolving complex issues.
• Establish and monitor key performance metrics for UCaaS service delivery and improve service quality.
• Coordinate with sales and customer support teams to ensure alignment and customer satisfaction.
• Ensure compliance with SOC2 standards in all UCaaS operations, maintaining security, privacy, and data protection requirements.
• Handle other duties as assigned by management

Customer Success Manager – Telecom

Customer Success Service Manager – Telecom

Vice President of Escalations – MSP, Telecom

Manager, Information Technology – Telecom

Managed Services Engineer – Tier 3

Managed Services Project Manager – Telecom

Director of Accounting Operations – Telecom

National Director of Channel Programs – Telecom

Customer Success Manager

Vice President of Escalations

In-House Counsel

Marketing Coordinator

Marketing Coordinator

IT Security Systems Administrator – Telecom

Senior UCaaS Engineer