Clearwave Fiber

• Serve as the on the ground commercial leader in newly launched Clearwave Fiber markets, spending extended time in market during critical ramp periods • Own early market revenue ramp and new logo acquisition targets aligned to SMB launch economics • Build and execute territory coverage plans that balance door to door prospecting with targeted SMB outreach across the serviceable footprint • Prioritize opportunities that align with Clearwave’s proximity, cost to serve, and speed to install thresholds to drive capital efficient growth • Coordinate closely with market launch, construction, and marketing teams to ensure sales execution aligns with network availability and launch timelines • Recruit, onboard, and develop high performing door to door and SMB field sales representatives in each assigned launch market • Establish daily and weekly operating cadences focused on activity, pipeline creation, and accountability • Conduct frequent ride alongs and in field coaching; model effective prospecting, discovery, and closing behaviors • Own market level pipeline health, funnel metrics, and forecast accuracy • Drive early stage market penetration targets (typically 5–15% sell in of businesses passed within the initial launch window, market dependent) • Run a high velocity, activity driven SMB sales motion designed to maximize rep productivity and minimize acquisition friction • Use CRM data and field observations to identify coaching opportunities, remove process friction, and improve close rates • Maintain disciplined CRM hygiene to support accurate forecasting and capital planning decisions • Partner with Marketing on local demand generation, business outreach events, and launch phase promotions • Provide leadership with real time feedback on competitive activity, pricing sensitivity, customer objections, and install constraints • Surface early warning signs when market performance or economics deviate from plan and recommend corrective actions

• Responsible for managing and optimizing contact center resources through forecasting, scheduling, intraday management, and performance analysis. • Develop short- and long-term contact volume forecasts using historical data, seasonality, and business drivers. • Build staffing and capacity models aligned to service level, ASA, abandonment, and occupancy targets. • Adjust forecasts based on marketing initiatives, outages, promotions, and business growth. • Maintain and update agent schedules in Genesys Cloud WFM. • Track schedule adherence, conformance, and shrinkage assumptions. • Monitor queues, agent status, and staffing levels throughout the day. • Identify intraday performance variances and escalate risks to leadership. • Produce daily, weekly, and monthly workforce management reports and performance insights. • Partner with Operations, Training, and CC Administration teams.

• Responsible for leading customer retention strategies and frontline save operations to reduce churn and maximize revenue retention • Oversees daily performance of retention teams and ensures execution of effective save strategies • Partners cross-functionally to enhance customer experience • Manages daily operations, KPIs, and agent performance (conversion, saves, revenue retained, QA) • Implements and enforces retention playbooks and offer strategies • Diagnoses performance gaps and drives corrective actions • Analyzes reporting, dashboards, and call listening to identify trends and root causes • Partners with Marketing, Analytics, CX, and Product to refine offers, messaging, and save strategies • Understands customer pain points and churn drivers across the lifecycle • Balances short-term saves with long-term customer experience and loyalty outcomes • Coaches frontline leaders and builds accountability cultures • Leads through change in fast-paced or transforming environments • Familiar with contact center technologies (ACD, WFM, QA tools) and CRM/billing platforms • Incorporates VOC/NPS feedback into operational improvements

• Define and own the enterprise retention strategy, churn targets, and roadmap • Lead the evolution from reactive save models to proactive, predictive retention programs • Identify and size churn drivers and LTV impact across segments, markets, and customer journeys • Translate insights into clear retention playbooks across: Save and cancel interactions, Winback strategies, Proactive outreach programs • Leverage data and analytics to: Identify market and segment level churn drivers, Develop targeted remediation strategies, Enable trigger-based and predictive interventions • Support and enable Loyalty Operations (save desk) by: Providing clear strategy and playbooks, Ensuring alignment on priorities and offers, Creating a structured feedback loop to continuously refine strategy based on execution • Partner with Marketing to: Develop and optimize retention and winback offers, Execute targeted campaigns, Lead A/B testing and test-and-learn frameworks to improve performance • Establish governance and performance tracking for: Save effectiveness, Offer performance, Revenue retained and durability, Proactive program lift • Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled

• Own and deliver a team based sales quota, holding direct accountability for revenue attainment, pipeline health, and forecast accuracy. • Lead and manage field sales and account management teams to achieve territory revenue targets and growth objectives. • Execute commercial sales strategies that drive customer acquisition, expansion, and long term account value. • Actively manage sales pipeline and field activity to ensure opportunities progress efficiently through the sales cycle. • Participate directly in key and complex sales opportunities to advance deals, remove obstacles, and reinforce selling standards. • Spend a significant portion of time in the field conducting regular ride outs with sales representatives. • Observe real world selling behaviors and provide in the moment coaching focused on activity quality, execution, and conversion. • Reinforce consistent use of sales process, tools, and CRM hygiene through hands on leadership. • Develop sales talent through ongoing coaching, performance feedback, and targeted skill development. • Ensure adherence to company sales processes, including CRM usage, opportunity management, pricing discipline, and business case approvals tied to fiber investment and construction. • Partner with Sales Operations, Marketing, Product, Construction, and Engineering to support deal execution and scalable growth. • Maintain active engagement within assigned communities to strengthen brand presence and uncover new business opportunities. • Deliver accurate weekly and monthly sales forecasts tied to field activity and pipeline health. • Track and manage key performance indicators including activity levels, conversion rates, and attainment. • Monitor competitive dynamics and market conditions to inform pricing, positioning, and discount recommendations. • Recruit, onboard, train, and develop field sales talent within the assigned territory. • Set clear expectations for activity, performance, and professional growth. • Conduct regular performance evaluations and address performance gaps with urgency and structure.

• Supervise, mentor, and train Tier 2 technical support agents to meet call center goals. • Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution. • Develop and enforce call center policies and procedures aligned with corporate objectives. • Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed. • Lead special projects to enhance customer experience and drive process improvements. • Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements. • Collaborate with other departments to ensure seamless information sharing and resolve customer issues. • Identify areas for process and system improvements, driving efficiencies in handling technical support issues. • Create and maintain knowledge base articles and technical documentation for use by the team and end-users. • Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed. • Other duties as assigned.

• Overseeing the company’s safety programs and ensuring workforce safety • Leading the company’s safety committee and developing safety protocols • Ensuring compliance with federal, local and industry regulations • Conducting safety training on various safety topics • Managing safety audits, inspections, and risk assessments • Investigating and reporting workplace accidents and safety violations • Collaborating with HR to promote a culture of safety • Preparing and maintaining safety reports

• Plan, initiate, manage and deliver end-to-end projects, for assigned initiatives including but not limited to network upgrades, service deployments, infrastructure installations, software/platform conversions, solution development and migrations • Manage all aspects of assigned projects, including planning, scheduling, communication, change management, budgeting, and execution • Define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders • Drive cross-functional collaboration across engineering, field operations, billing operations, customer systems, and field operations support teams • Develop and maintain detailed project plans, schedules, and budgets to ensure timely and cost-effective delivery • Identify and manage project dependencies and critical path • Develop and maintain project budgets and forecasts, and ensure projects are completed within budget • Proactively manage and document changes in project scope, identify potential issues, and devise contingency plans • Monitor project progress and performance and communicate project status and updates to stakeholders in a timely and professional manner • Conduct project post-mortems and create recommendation reports to identify successful and unsuccessful project elements • Create and maintain superior project documentation, including project plans, status reports, action registers, deliverable matrices, RACIs, risk and issue logs • Ensure compliance with company policies, procedures, and standards • Support post-implementation reviews to assess project outcomes, capture lessons learned and drive continuous improvement • Other duties as assigned.

• Own the end-to-end commercial sales operating model from lead intake through close, forecast, and commission payout • Define and govern sales operating cadence, including pipeline reviews, forecast calls, and performance readouts • Establish standards for pipeline coverage, stage definitions, and data hygiene • Identify revenue risk early and surface insights to sales leadership • Serve as business owner for Salesforce and related sales technology • Govern CRM configuration, data integrity, reporting architecture, and user adoption • Partner with IT and Finance on system enhancements, integrations, and data alignment • Evaluate, recommend, and lead rollout of sales productivity and automation tools • Own executive-level dashboards for pipeline, bookings, forecast accuracy, and productivity • Analyze funnel performance, close rates, sales cycle trends, and rep effectiveness • Partner with Finance on forecast alignment and commission governance • Deliver clear, trusted weekly and monthly commercial performance reporting • Support quota and territory modeling in partnership with sales leadership • Maintain territory and mapping tools to drive seller efficiency • Partner with Marketing and Business Development on campaign tracking and performance analysis • Act as the primary commercial operations partner to Sales, Finance, Marketing, and IT • Ensure alignment between sales activity, revenue reporting, and compensation outcomes • May manage analysts or administrators, with anticipated team growth as the organization scales

• 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