Clearwave Fiber

Account Manager

• Serve as the primary point of contact and trusted advisor for assigned strategic and high-value customer accounts.
• Develop and execute comprehensive account strategies focused on customer retention, revenue growth, and long-term partnership development.
• Build and maintain strong relationships with executive stakeholders, decision-makers, and operational contacts within customer organizations.
• Lead regular business reviews with customers, presenting service performance metrics, growth opportunities, and strategic recommendations.
• Identify and drive upsell, cross-sell, renewal, and expansion opportunities within existing accounts.
• Develop solution-based proposals, pricing models, and ROI-driven recommendations tailored to customer needs.
• Maintain a healthy sales pipeline and consistently achieve assigned revenue and retention targets.
• Coordinate closely with Sales Engineering, Operations, Service Delivery, Billing, Customer Support, and Leadership teams to ensure a seamless customer experience from onboarding through ongoing support.
• Advocate internally for customer needs while balancing operational capabilities and business priorities.
• Proactively address customer concerns, service issues, and escalations to drive timely resolution and maintain customer confidence.
• Monitor account health, usage trends, contract milestones, and renewal timelines to reduce churn risk and maximize customer satisfaction.
• Maintain accurate customer records, account activity, forecasting, and pipeline management within CRM platforms.
• Analyze customer usage, market conditions, and industry trends to identify new opportunities and competitive risks.
• Stay informed on emerging technologies, broadband solutions, and the company’s evolving portfolio of fiber-based products and services.
• Support marketing and product development initiatives by gathering customer feedback and market insights.

Strategic Account Manager

Sales

• Own monthly, quarterly, and annual revenue targets across SMB and Mid-Market segments
• Drive consistent attainment through coverage-based pipeline management, not named-account ownership
• Identify revenue risk early and deploy corrective actions across markets or teams
• Accountable for bookings, productivity, and net revenue performance
• Lead, coach, and develop Sales Managers and frontline Account Executives
• Establish and enforce activity standards (appointments, outbound volume, field execution)
• Conduct regular field ride-outs, deal inspections, and coaching sessions
• Build a strong talent bench through hiring, onboarding, and performance management
• Own and enforce the SMB/Mid-Market sales operating cadence, including: Weekly pipeline reviews, Forecast calls, Close plans and deal inspection
• Execute GTM strategy across open territories and pooled account models
• Collaborate with Sales Operations, Marketing, Finance, Construction, and Customer Success

Director of Sales, SMB – Mid-Market

Customer Support

• Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation
• Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures
• Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships
• Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes
• Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
• Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution
• Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs
• Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions
• Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs
• Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience
• Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
• Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
• Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution
• Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
• Regularly communicate operational results, customer risks, challenges, and action plans to leadership
• Other duties as assigned

Manager, Commercial Customer Support

• Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation
• Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures
• Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives
• Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
• Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes
• Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences
• Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs
• Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs
• Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges
• Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
• Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
• Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations
• Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery
• Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
• Regularly communicate operational results, challenges, and action plans to leadership

Manager, Residential Customer Support

Manager

• Oversee day-to-day facility operations across offices, warehouses, yards, and field locations, including maintenance, repairs, utilities, access control, and site readiness
• Manage vendors, service contracts, invoices, and operating budgets while driving service quality and cost control across locations in multiple states
• Ensure compliance with applicable safety, environmental, fire/life safety, ADA, and other regulatory requirements, including inspections, permits, and incident documentation
• Coordinate site openings, moves, expansions, consolidations, decommissions, and capital improvement projects across the portfolio
• Lead site searches and support lease negotiations, renewals, and real estate coordination in partnership with operations, construction, fleet, finance, and legal teams
• Maintain facility records, provide leadership updates, and serve as a primary point of contact for facility-related issues

Facilities Manager

• Lead site selection efforts for huts, cabinets, POPs, wireless asset, and related network infrastructure based on engineering, access, power, route, and construction requirements
• Manage site securing activities, including landlord engagement, site negotiations, lease coordination, easements, licenses, rights of entry, and other agreements required to establish site control
• Oversee wireless asset ground lease management and support wireless infrastructure initiatives, including compound access, site modifications, landlord coordination, decommissioning of unprofitable wireless assets and compliance with lease obligations
• Coordinate feasibility reviews, zoning, permitting, municipal approvals, utility coordination, and land-use requirements to support timely infrastructure deployment
• Manage the development and construction process for huts, cabinets, pads, fencing, and other field infrastructure from pre-construction through deployment readiness
• Create and manage project plans, schedules, objectives, procedures, and performance standards for multiple infrastructure projects across multiple markets
• Track deliverables, due dates, and project risks, and ensure mitigation plans are in place for site acquisition, permitting, and construction milestones
• Partner closely with engineering, operations, legal, finance, sales, and other internal teams to align site development and infrastructure execution with company goals
• Manage third-party vendors, consultants, landlords, and permitting or construction partners to ensure deliverables meet scope, schedule, budget, and quality expectations
• Keep leadership informed of project status, critical developments, lease issues, permitting risks, and changes that may affect deployment schedules
• Maintain accurate trackers, documentation, agreements, construction records, and status reporting for site development and infrastructure activities
• Regular travel required for site walks, field visits, stakeholder meetings, and project oversight
• Ability to support a fast-paced, demanding work schedule that may include early mornings, evenings, weekends, or after-hours coordination as needed
• Ability to handle constructive feedback and high-stress situations in a professional manner

Manager, Infrastructure

• Develop and maintain strong working relationships with municipal leaders, council members, permitting offices, government agencies, chambers of commerce, economic development organizations, and other community stakeholders.
• Serve as a primary Clearwave Fiber representative and municipal point-of-contact within assigned markets.
• Attend and represent Clearwave Fiber independently at council meetings, public hearings, community forums, chamber events, and other civic engagements.
• Help lead and coordinate municipal engagement workstreams in partnership with the Director of Government Relations.
• Support local permitting, right-of-way, and governmental escalation efforts by partnering closely with internal construction, engineering, operations, and legal/regulatory teams.
• Maintain regular communication cadence with municipal stakeholders to provide project updates, address concerns, and reinforce Clearwave Fiber’s reputation as a responsible community partner.
• Assist in identifying, tracking, and resolving municipal or regulatory risks that could impact construction timelines.
• Coordinate cross-functionally to ensure alignment between government relations activities and broader market deployment objectives.
• Support evaluation and coordination of external consultants, legal counsel, lobbying partners, or government relations agencies as needed.
• Monitor competitor and overbuilder activity, municipal developments, and broader telecommunications industry trends across target markets.
• Help develop market intelligence reporting, stakeholder tracking tools, dashboards, and internal updates for leadership.
• Prepare presentations, briefing materials, and regular updates for senior leadership and internal stakeholders.

Senior Manager, Government Relations

IT Support

• Acquire and/or coordinate the acquisition of all permits needed to enable construction activities.
• Maintain compliance with all applicable Federal, State and Local rules and regulations and company-established standards.
• Maintain communication with the authorities having jurisdiction of the Rights-of-Way in order to manage each permit acquisition process.
• Submit Permit Applications State DOT and Railroad crossings.
• Coordinate with field personnel to ensure manner of crossing and installation is compliant by State, Federal, and Local Standards.
• Coordinate with CAD Tech to prioritize permits needing drawn up and ensuring received drawing meets entity standards.
• Keep track of all upcoming, submitted and completed permit applications, communicating to all relevant teams when crossings are approved.
• Process completed permits as required by entity.
• Process utility verification requests.
• Administrative Contact for Utility Relocations.
• Process Easement Encroachments & Vacations.

OSP Permit Specialist I

Mechanical Engineer

• Perform design and cost estimates for new-build and over-build of Clearwave Fiber's OSP facilities.
• Utilize GIS-based field and drafting tools for field operations such as taking field notes and drafting.
• Submit permits and obtain financial approval on given projects.
• Support senior engineers in planning and managing schedules, and identify resource gaps.
• Develop overall OSP system design for new developments and over-builds.
• Prepare cost estimates, manage project financials, and perform financial true-ups.
• Maintain detailed assignment documents of fiber projects and communicate with Facility Engineers.
• Evaluate new OSP products and designs for implementation.
• Assist in the preparation of the annual engineering budget.
• Manage purchase orders and vendor invoices.
• Initiate OSP work orders for construction.
• Use CAD design software to produce fiber designs and bill of materials.
• Forecast service demands to develop short, medium, and long-range plans.
• Provide mapping technicians with updates on current new development land base.
• Perform aerial plant engineering, including make ready and pole loading analysis.
• Conduct engineering for OSP underground networks.
• Prepare permits related to ROW, Railroad, and DOTs.
• Perform QC work in the field.
• Provide input on best practices, permit processes, construction methods, and telecom products.
• Perform other related duties as assigned for effective departmental operations.

OSP Design Engineer

Inside Sales

• Follow an assumptive sales process to uncover customer needs, present solutions, and handle objections with confidence.
• Engage directly with customers via phone, email, chat, and other digital platforms.
• Drive revenue growth by meeting and exceeding sales goals and performance metrics.
• Build rapport and trust with prospective customers, creating an excellent customer experience.
• Stay sharp—participate in training and product updates to confidently communicate value propositions and competitive advantages.
• Work closely with peers and leadership to support team initiatives and foster a collaborative environment.
• Embrace flexibility—this role requires availability for variable schedules, including evenings, weekends, and occasional overtime.
• Make outbound calls when directed.
• Follow up on leads and sales to ensure installation.