Clearwave Fiber

• 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.

• 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

• 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

• 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

• 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.

• 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.

• 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.

• 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