“It has been – and continues to be – a pleasure to work with Joan Hooson. Her team-first approach sets an incredible example for all of us to solve problems together, create strategic opportunity, and drive revenue for the Indirect Channel across product and region.”
Joan Hooson, Partner Success Manager, has received plenty of praise during her 16 year career so far at the Cloud Communications division of NTT Ltd. It’s no surprise perhaps then that she has been selected as our ‘Go the Extra Mile’ winner for June 2020.
As a Partner Success Manager, Joan has a unique role in the Indirect Channel in the Americas. She works closely with external agents and resellers, who take our products out to their own customer bases, broadening the reach of our portfolio to thousands of companies. It is important for her and her team to do everything they can to uphold and promote our partners’ brands, commission payments, and service delivery so they continue to trust us with their customers’ communication needs. Her job is to make them look good.
We met with Joan to ask her a few questions on how she felt after her ‘Go the Extra Mile’ win and what drives her to be the best every day.
Q. It seems like you are always helping colleagues on all fronts, from all teams and channels, while doing your own job and serving customers throughout their life cycle. What drives you do have this team-first attitude?
What drives me is the trust-factor of my partners and customers. Whatever their line of business may be, they trust us to take good care of their communication needs, so they can focus on what they do best. Each party, committing to do their best every day, mutually results in true Partner Success.
Q. Your colleagues praised your knowledge saying that you are “an internal and external resource to consult”. How do you manage to be that effective through self-education? Could you give us some advice?
Each task can be considered a puzzle or problem to solve. I believe the key to quality service is first, to sincerely listen and understand the scope of the requirements presented; secondly, to analyze and present options very clearly; thirdly, to be extremely responsive, so that the receiving parties know they are valued; and finally, to follow through and deliver with extraordinary quality.
Q. You have been with the company for quite a while now. What has your career path been since you joined, and what motivates you to stay?
I started with the company in August, 16 years ago, on the same day as Cindi Hene! I was hired as an IT Administrative Assistant by Dave Mileusnich. After about three years, I moved into Sales, first supporting our very largest Enterprise accounts for several years, followed by few years of building a division that captured new logo accounts – now known as the Online Team. I finally landed with the Indirect Channel around seven years ago. I have worked in Sales at every level, from the very smallest, to the very largest of accounts. What motivates me to stay is the potential of how much we can achieve our goals by helping others achieve their goals. Adding and affirming value is key to what drives me.
Q. Do you have an interesting story to share with us?
Yes! Over the course of 16 years, being in this technology driven industry, I have experienced first-hand, the extraordinary and rapid advancement of communication. When I first started in IT, one of my assignments was to dispose of all the “old technology equipment” that had become obsolete. I identified all the equipment, and for 18 months, I sold all that equipment on an online sales site, raising almost $50,000 for the company. This was completely bottom-line profit. The funny part was that the whole office was in on it and wanted to know what sold and for how much. It was a lot of fun.