Enterprise Account Manager / Concierge Services

COMPANY BACKGROUND:

Mac Mountain invests in fiber broadband networks and builds long-term partnerships with municipalities, rural electric co-ops, developers, homebuilders and regional ISPs.

LightCraft, a division of Mac Mountain, delivers comprehensive shared services to fiber network operators across the United States. We specialize in streamlining operations, enhancing customer experiences, and accelerating growth for our partners. Our expertise spans network deployment, customer acquisition, billing and support, and technology management, enabling our clients to focus on core business objectives while leveraging our scalable and efficient solutions. With a commitment to innovation and operational excellence, LightCraft empowers fiber providers to deliver high-speed, reliable internet to communities nationwide.

LightCraft is the operator for GWI, which is a subsidiary of Mac Mountain.

POSITION SUMMARY

We're looking for a customer-focused Enterprise Account Manager to own the post-sale relationship with our highest-value accounts. This role is the primary point of contact for enterprise clients after the deal closes, ensuring white-glove service, retention, and account health — freeing up our sales team to stay focused on new business development.

This position is critical to keeping our enterprise customers happy and our sales team productive. As Mac Mountain's portfolio of fiber broadband brands and markets expand, this role is expected to grow into a cornerstone of our customer operations organization.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Enterprise Account Manager

1. Manage and grow relationships with enterprise accounts after sale handoff
2. Handle Enterprise support tickets, account reviews, contract renewals, upgrades, disconnects, and service changes
3. Own paperwork follow-through and proactive outreach to key accounts
4. Lead legacy contractual cleanup efforts in coordination with the sales team
5. Serve as a concierge-level resource for our highest-MRR customers
6. Coordinate with Marketing & Community Engagement on residential/SMB markets where appropriate
7. Scale enterprise account support across Mac Mountain's portfolio of fiber broadband brands and markets.

Concierge Services

1. Support the ongoing soft launch and continuous improvement of the Concierge Services program by logging call outcomes, flagging recurring customer pain points, and contributing feedback to help refine scripts, workflows, and knowledge base content.
2. Conduct proactive outbound check-in calls with new customers to introduce the Concierge Services program, assess their streaming and connectivity needs, and ensure a positive onboarding experience following service installation.
3. Identify upsell and retention opportunities during customer interactions — including internet package upgrades, streaming credits, and expanded service tiers — and document outcomes accurately within B/OSS and supporting CRM systems.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

1. Experience in B2B account management, customer success, or similar post-sale roles
2. Strong organizational and administrative skills — you love dotting the i's and crossing the t's
3. A service-first mentality with the ability to manage multiple enterprise relationships simultaneously
4. Excellent communication skills and comfort working with municipal/enterprise clients
5. Ability to work cross-functionally with sales, marketing, and operations teams

WORKING CONDITIONS

1. While performing the duties of this job, the employee is regularly required to sit for long periods of time.
2. From time to time, completing required job functions may require travel.

COMPENSATION

1. Base Salary: $60,000–$75,000 depending on qualifications and experience
2. Benefits package including health insurance, paid time off, and retirement plan options (as applicable)
3. Flexible remote work arrangement

REPORTING RELATIONSHIP

This position reports directly to Customer Operations or designated Leadership at LightCraft and works closely with network engineering, operations, billing, and sales teams across all managed networks.