- Experience
- 5–8 yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 മണിക്കൂർ മുൻപ്
- Work mode
- Work from home
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- Required to apply
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Job description
About Viirtue
Viirtue is a unified communications as a service (UCaaS) and telecommunications technology company that empowers businesses to offer cloud-based phone systems, VoIP, and other communication tools under their own brand. Utilizing a white-label partner model, Viirtue supports a network of telecom agents, MSPs, and channel partners who resell the platform as their own product, ensuring partner and brand experiences are fully integrated.
Role Overview
As a player-coach manager, you will oversee the entire lifecycle of white-label partners—from contract signing through successful ramp-up—while leading a small team responsible for onboarding coordination, technical guidance, and partner success. This role requires hands-on involvement with key partners and projects and offers growth opportunities toward leadership in a dynamic UCaaS industry.
Team Leadership
- Directly supervise three team members, fostering connection throughout partner lifecycle stages.
- Engage hands-on alongside your team, managing your own portfolio of partners through onboarding and ramp phases.
- Coach, develop, and hold your team accountable, continually enhancing onboarding and support processes to elevate standards.
Team Roles
- WLP Onboarding Coordinator: Leads day-to-day white-label partner onboarding, including kickoff, platform walkthroughs, and billing training. As manager, collaborate to share ownership and navigate cross-department coordination.
- Onboarding Concierge / Technical: Offers in-depth technical onboarding assistance such as platform setup, VoIP troubleshooting, and number porting. Monitor technical setups to ensure timely partner transitions.
- Partner Success Manager: Maintains active partner engagement post-onboarding, focusing on growth, retention, and issue resolution. Provide leadership on challenging partner conversations balancing relationships with business objectives.
Reporting & Data Management
- Maintain onboarding milestone tracking within CRM systems.
- Ensure partner progress, seat counts, and ramp status are documented and current.
- Provide data insights to leadership, highlighting pipeline health and onboarding performance.
Process and Project Management
- Lead continuous improvements throughout the onboarding lifecycle.
- Manage smaller cross-functional projects for key clients as necessary.
- Develop and update onboarding materials including kickoff and handoff decks, training resources, and partner documents.
- Maintain documentation and training resources in Confluence and TalentLMS.
Escalation Management
- Act as primary escalation point for partner and onboarding issues.
- Coordinate resolution efforts with Support, Billing, and number porting teams.
Tools Utilized
Zendesk, HubSpot, Jira, Confluence, TalentLMS, Rev.io, Claude (AI), Canva.
Performance Metrics
- Percentage of assigned white-label partners achieving minimum revenue commitments within ramp periods.
- Quarterly and annual churn rates of partner portfolios.
- Growth in seat count for mature, post-ramp partner accounts.
Candidate Profile
- 5 to 8 years’ experience in customer success, account management, or partner-facing roles with proven track record of relationship management.
- Experience working with resellers, MSPs, or white-label channels preferred, with deep understanding of partner needs and success factors.
- Experienced people manager skilled at leading teams, guiding performance, and having difficult conversations.
- Strong judgment abilities to assess partner situations and decide when to extend support or terminate engagement.
- Process-oriented with a proactive approach to workflow improvement, automation, and innovation.
- Thrives autonomously; expected to contribute to creating playbooks and operational frameworks.
- Comfort navigating technical platforms, assisting with configuration, and troubleshooting during onboarding.
- Proficiency in HubSpot or similar CRM systems preferred.
Compensation
This manager-level position includes a competitive base salary plus performance-based incentives linked to partner onboarding successes and minimum revenue commitments.
Additional Considerations
Viirtue seeks a candidate driven by urgency to accelerate partner success post-signing, understanding that every empty billing day is lost value for both partners and the company.