Clearspan Customer Operations Manager

Clearspan LLC; Plano (TX); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Competitive base salary

Health, dental, and vision insurance

401(k) plan with company match

Flexible work options

Job summary

Clearspan is seeking a Customer Operations Manager (COM) in Plano, TX to serve as the primary operational relationship manager for assigned customers. The COM acts as trusted advisor, cross-functional coordinator, and customer advocate, ensuring customers realize maximum value from Clearspan services while maintaining high service quality, adoption, and satisfaction.

Responsibilities include leading executive customer meetings, coordinating incidents and changes, delivering reports and KPI

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.

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.

Skills

UCaaS concepts

VoIP

SIP

QoS

E911

Number provisioning

Incident management

Change management

Customer success methodologies

Education

Bachelor's degree or equivalent experience

Tools

OpEasy platform

CRM

Microsoft 365

Teams

Excel

ServiceNow

Remedy

Jira

Job description

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.