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- Tasks: Support and build relationships with our channel partners in the telecoms industry.
- Company: Join Rydal, a leading player in hosted voice and connectivity solutions.
- Benefits: Enjoy 23 days holiday, health benefits, and exciting team-building events.
- Other info: Dynamic work environment with clear pathways for personal development.
- Why this job: Make a real impact by helping partners succeed and grow their businesses.
- Qualifications: Experience in partner success or account management, ideally in telecoms.
The predicted salary is between 32000 - 37000 £ per year.
The Partner Support Executive is the day-to-day operational and relationship owner for Rydal's channel partners across our hosted voice and connectivity propositions. 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. Their experience of Rydal Group 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.
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 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.
- 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 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 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.
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
- 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
Salary Range: £32-£37k + Bonus dependent on experience.
Partner Support Executive in Huntingdon employer: Rydal Group
Contact Detail:
Rydal Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Partner Support Executive in Huntingdon
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to current employees at Rydal. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research Rydal’s services and their partner ecosystem. Be ready to discuss how you can help partners succeed and what insights you can bring to the table. Show them you’re not just another candidate!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your enthusiasm and fit for the Partner Support Executive role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Rydal team. Let’s get you that job!
We think you need these skills to ace Partner Support Executive in Huntingdon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Partner Support Executive role. Highlight your experience in partner success or channel management, and show us how you can build those deep, trusted relationships with our partners.
Showcase Your Skills: We want to see your strong written and verbal communication skills shine through. Use clear examples of how you've managed escalations or produced insightful reports in previous roles to demonstrate your capabilities.
Be Data-Driven: Since this role involves a lot of reporting and insight generation, make sure to mention any experience you have with data analysis. Show us how you've used data to drive decisions or improve partner experiences in the past.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at Rydal Group
✨Know Your Partners
Before the interview, take some time to research Rydal's channel partners and their business models. Understanding who they are and what they do will help you demonstrate your ability to build deep, trusted relationships with them.
✨Showcase Your Commercial Awareness
Be prepared to discuss key metrics like margin, MRR, and churn during the interview. This role requires a strong commercial mindset, so showing that you can hold credible conversations about these topics will set you apart.
✨Demonstrate Problem-Solving Skills
Think of examples from your past experience where you've successfully managed escalations or resolved partner issues. Highlighting your calm and assertive approach under pressure will show that you're ready for the challenges of this role.
✨Prepare Insightful Questions
At the end of the interview, have a few thoughtful questions ready about Rydal's partner programmes or their approach to service delivery. This shows your genuine interest in the role and helps you assess if it's the right fit for you.