Role Overview
The Partner Success Executive is the day-to-day operational and relationship owner for Rydal's channel partners across our hosted voice and connectivity propositions. Where our B2B Client Success team looks after end-user customers, this role exists exclusively to make our partners — across our wholesale, dealer and referral partner programmes — successful, profitable and loyal to the Rydal Wholesale platform.
Our partners range from wholesale partners who fully white-label and bill our services, to dealers who resell alongside their own stack, to referral partners who introduce opportunities into Rydal. Their experience of Rydal is directly reflected in the experience their end-customers receive, which makes this role pivotal to both partner retention and the commercial performance of the Wholesale division. The successful candidate will act as the trusted operational contact, escalation point, commercial enabler and voice of the partner inside Rydal.
Key Responsibilities
Partner Relationship & Experience
• Act as the primary day-to-day operational point of contact for an assigned portfolio of wholesale, dealer and referral partners.
• Build deep, trusted relationships with partner principals, technical leads and billing contacts — understanding each partner's business model, end-customer base and growth plans.
• Run a structured cadence of partner reviews (weekly operational check-ins for top-tier partners, monthly/quarterly business reviews) covering performance, commercial trading, pipeline and service quality.
• Represent the partner's voice internally — channelling feedback into Product, Provisioning, Billing and Support to drive continuous improvement.
Service Delivery & Escalation Management
• Monitor live service performance against wholesale SLAs and KPIs, including provisioning lead times, porting success rates, fault resolution, network availability and billing accuracy.
• Act as the senior escalation point for partner tickets, orders and incidents — owning resolution end-to-end across internal teams (Provisioning, NOC, Finance and Support).
• Proactively identify at-risk orders, stalled ports, ageing tickets and recurring fault patterns before they become partner-impacting issues.
• Coordinate with carrier and supplier partners where third-party escalation is required.
Reporting, Insight & Commercial Enablement
• Produce and present partner performance packs: ticket volumes and SLA attainment, provisioning and porting performance, MRR and margin trends, product mix, churn indicators and end-customer base growth.
• Provide partners with actionable insight — not just data — including base analysis, upsell and cross-sell opportunities (e.g. ISDN switch-off migrations, connectivity upgrades) and commercial recommendations.
• Support partners in identifying growth opportunities within their own base, working alongside the Wholesale Commercial team to progress qualified opportunities.
• Own partner onboarding activities post-sign-up, ensuring every new partner is trading confidently and using the platform correctly within the first 30, 60 and 90 days.
Operational Ownership
• Monitor open orders, tickets and provisioning queues across wholesale systems on a daily basis and drive them to resolution.
• Coordinate internal tasks and cross-functional workstreams to hit partner deadlines and committed delivery dates.
• Maintain accurate partner records, contacts, agreements and service inventories within Rydal's internal systems.
• Identify process inefficiencies and propose improvements to the Head of Wholesale to enhance partner experience and operational scalability.
Retention, Advocacy & Growth
• Own partner retention within the assigned portfolio, with clear targets for churn reduction and base growth.
• Identify early warning signs of partner disengagement and intervene with a structured remediation plan.
• Drive partner advocacy — turning satisfied partners into references, case studies and introducers for the wider Rydal Wholesale proposition.
Knowledge, Skills & Experience
Essential
• Proven experience in a partner success, channel account management, client experience or service management role — ideally within telecoms, connectivity, hosted voice, MSP or a similar B2B2B environment.
• Strong commercial awareness and the ability to hold credible conversations about margin, MRR, churn, product mix and base development.
• Confident managing escalations calmly and assertively, balancing partner advocacy with commercial and operational reality.
• Excellent organisational, prioritisation and time management skills, with the ability to run a portfolio of partners in parallel.
• Strong written and verbal communication skills; able to produce board-ready reports and lead senior-level partner reviews.
• Analytical mindset — comfortable interrogating data from ITSM, billing and provisioning systems to build insight, not just reports.
• Proficiency in ITSM, CRM, order management and billing platforms; familiarity with ITIL service management principles.
• Collaborative working style with a track record of driving outcomes through cross-functional teams.
Desirable
• Strong ISP and hosted VoIP knowledge, including SIP trunking, number porting and UK telecoms regulation.
• Experience delivering remote product demonstrations to partners and prospects.
• Understanding of the UK ISDN / PSTN switch-off and the commercial opportunities it creates for channel partners.
• Experience working inside, or selling into, the UK IT reseller and MSP channel.
Personal Attributes
• Partner-first mindset — genuinely motivated by helping other businesses succeed.
• Calm, credible and commercially minded under pressure.
• Proactive and accountable — closes loops without being chased.
• Curious and insight-driven rather than purely reactive.
• Empathetic communicator with strong stakeholder management instincts.
• Results-focused, with a continuous improvement mentality.
Reporting Line & Location
• Reports to: Wholesale Leadership Team
• Location: Rydal Group offices, Huntingdon (hybrid working considered for the right candidate)
• Works closely with: Wholesale Commercial, Provisioning, NOC, Finance / Billing and Product
Benefits
• 23 days annual holiday plus 8 bank holidays
• Loyalty holiday scheme
• 3 Years salary for death in service
• Pension with employer contributions
• Medicash health benefit
• On-site parking
• Team building days, wellness days and international incentive trips
• Clear personal development pathway within the Rydal Wholesale division
Job Type
Full-time, Permanent