Clearspan Customer Operations Manager (COM)

 
Reports To: Director, Core Networks
Location: Plano, Texas
Classification: Full-Time, Exempt

Position Summary
The Customer Operations Manager serves as the primary operational relationship manager for assigned customers. The COM acts as a trusted advisor, customer advocate, and cross-functional coordinator, ensuring customers realize maximum value from Clearspan services while maintaining high service quality, adoption, and satisfaction.


Key Responsibilities
·       Own the operational health of assigned customer accounts.
·       Lead recurring operational and executive customer meetings.
·       Coordinate incidents, escalations, upgrades, and change management.
·       Deliver operational reporting, utilization analysis, and recommendations.
·       Partner with Operations, Engineering, Service Delivery, Sales Engineering, Product Management, and Finance.
·       Advocate for customer requirements and continuous service improvement.


Technical Knowledge & Software Platforms:

Required Knowledge
·       UCaaS and hosted voice concepts
·       VoIP, SIP, QoS, E911, number provisioning
·       Incident management and change management
·       Customer success methodologies


Preferred Experience
·       Cisco BroadWorks (BroadSoft) or similar administration or support
·       Experience with Clearspan's OpEasy platform or ability to become proficient quickly
·       CRM, Microsoft 365, Teams, Excel, ticketing systems (ServiceNow, Remedy, Jira or equivalent)


Operational Cadence:

Daily
·       Review tickets, monitor escalations, coordinate with NOC/Engineering, communicate customer status, update action items.

Weekly
·       Conduct customer meetings, review KPIs and risks, coordinate ongoing projects.


Monthly
·       Provide reporting, customer health reviews, billing review, service adoption analysis.


Quarterly
·       Lead Quarterly Business Reviews (QBRs), review roadmap items, and develop improvement plans.



Performance Expectations
·       Maintain high customer satisfaction and retention.
·       Complete recurring operational reviews and QBRs.
·       Drive adoption of Clearspan services and features.
·       Provide proactive risk identification and mitigation.
·       Communicate effectively during major incidents.



Competency Matrix
 | Competency | Expectation
 | Customer Success | Executive communication, relationship management, customer advocacy
 | Operational Excellence | Escalation management, reporting, analytics, continuous improvement
 | Technical | OpEasy, Cisco BroadWorks, UCaaS, SIP/VoIP knowledge
 | Leadership | Cross-functional collaboration, ownership, accountability


Qualifications
·       Bachelor's degree or equivalent experience.
·       3–7 years in Customer Success, Technical Account Management, Service Delivery, or telecommunications.
·       Excellent written and verbal communication.
 


What We Offer: 
·       Competitive base salary and performance-based bonus 
·       Comprehensive health, dental, and vision insurance 
·       401(k) plan with company match 
·       Flexible work options 


Clearspan is an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Clearspan not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws.
 
This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

Acknowledgement
This document describes the general nature of the position and is not intended to be an exhaustive list of all responsibilities.