Partner Success Specialist

About Us:
Located in the Dallas - Fort Worth Metroplex, Cytracom has evolved from an established VoIP provider of business voice services sold through IT channels into a rapidly growing UCaaS provider that will DOUBLE in size this year! Communication is a critical component for everyday business and it's our company mission to Connect the Modern Workforce! We have taken voice communications to the next level by adding mobility, desktop integration, and messaging to allow businesses, their employees, and now customers to stay in touch at any time in any location, any way they want! But we're not done yet, there's still more to accomplish!
As for our amazing team, we are always on the hunt for top talent to join the Cytracom family! We hold our company culture near and dear as it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. We love going to work and think you should too, so let's connect!
Our Benefits:

• Medical, dental, and vision insurance is available
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments
• Standing desks

Here's a closer look at this key role:

The Partner Success Specialist is the driving force behind delivering an exceptional customer experience for our ControlOne partners. Their purpose is to ensure every interaction with our ControlOne product and services leaves a lasting, positive impression throughout their journey of adopting ControlOne. The Partner Specialist's core mission is to drive increased adoption of ControlOne, empowering partners to leverage the full potential of the product. Simultaneously, their mission includes enhancing partner retention rates, thus effectively reducing churn. By achieving these objectives, they will contribute to fostering a base of enthusiastic promoters who endorse and advocate for the ControlOne brand.

Responsibilities:

• Actively engage with Partners who are in Exploring and Expanding stages with ControlOne to help drive adoption / standardization
• Assist with processing ControlOne orders
• Assist with managing ControlOne onboarding tickets in HubSpot
• Manage and deploy basic/simple ControlOne deployments
• Attend ControlOne onboarding calls with Senior Solutions Architect
• Review partners ControlOne RAG health and work with them to get them to Green. This may include reaching out to partners to determine if they need assistance with deployment or have run into issues that are preventing them from fully deploying their licenses, etc.
• Work with other team members to address ICU cases in efforts to prevent churn and improve the partners experience
• Manage your Zendesk ticket queue while balancing other activities.
• Respond to partner emails in a timely and professional manner
• Identify and assess Partner needs for them to achieve satisfaction, and confidence in the ControlOne product and
• Continuously look to improve internal processes and workflow to improve partner experience, maximize the efficiency of internal teams, and drive improved results

Requirements:

• Demonstrate a deep understanding of partner needs, proactively engage with partners to provide solutions, and ensure their satisfaction throughout their journey with ControlOne
• Possess a comprehensive understanding of the ControlOne product, enabling effective communication and support to partners.
• Exhibit excellent communication skills, both written and verbal, to convey information clearly, empathetically, and professionally to partners and colleagues
• Ability to adapt to changes in technology, processes, and partner demands, remaining flexible and open to new ideas and methods.
• Collaborate effectively with cross-functional teams, sharing partner insights, and work together to enhance productivity and services.
• Demonstrates a high degree of empathy and emotional intelligence, ensuring partners feel understood, valued, and respected.
• Proficient in Zendesk, HubSpot and Asana to keep accurate documentation so all parties have visibility into the partner and steps that have been taken internally.
• Extremely organized individual with attention to detail committed to solving problems and never being a dead end both internally and external
• Exhibit “Extreme Ownership” of all issues

Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.