When you sign on with RingLogix, one of the first people you’ll meet is Mariel Aquino—and trust us, that’s a good thing.
Mariel is our Onboarding Specialist and a key member of the Partner Care team. She’s the calm voice guiding you through your first training sessions, the person helping you get your subscriptions priced and ready, and the one who keeps showing up for you well beyond Day 3.
With nearly two years at RingLogix and over 100 partners successfully onboarded, Mariel has mastered the art of helping MSPs feel confident from the start. We sat down with her to talk about what the onboarding process really looks like, how she supports partners every day, and why her job is so much more than checking a box.
Getting to Know Mariel
Q: For those who haven’t met you yet, how would you describe your day-to-day in a few sentences?
I would describe my day-to-day as busy but fulfilling. As a solo parent of two teenagers living in the Philippines, I work the night shift to align with Eastern Standard Time, which means my workday starts at 9 PM local time while everyone is asleep. After my shift ends at 5 AM PhT, I prepare breakfast and pack lunch for my daughters, take them to school, then do some house chores before sleeping at 10AM PhT. I wake up 5PM PhT to pick them up, go for a walk, do some home yoga stretching, and get ready for another shift.
My weekdays are mostly spent at home, so I try to spend weekends outdoors, either hiking or camping. It’s a full routine, but I find purpose and balance in it.
What Happens After You Sign?
Q: You’re the first person new partners meet. What happens after someone signs up with RingLogix?
After they sign up, they get introduced to the team, and we ask them what their personal goal is with RingLogix. Then we lay out our plan to help them succeed. We get them into training to familiarize them with the platform in an interactive way where they can ask questions and really get comfortable doing things on their own.
After 3 days of training, we meet again to set up their subscriptions and remind them that we’re always here if they need anything.
Q: Walk us through the 3-day onboarding schedule—what’s covered and why is each day important?
Days 1 and 2 are an hour each, while Day 3 is an hour and 45 minutes.
- Day 1 is more administrative. I train them on setting up their account, configuring the RingOS portal, managing customer accounts, and using the Billing Engine.
- Day 2 is focused on phone numbers—how to purchase them, use their features, and process ports. I also share RingLogix best practices.
- Day 3 is led by Jaime and covers 10DLC, Hosted PBX, and WebFax.
Q: What’s something you do during onboarding that partners often tell you helped a lot?
I tailor onboarding to match their learning style. If they’re hands-on learners, I send their logins early so they can follow along live. It helps them build confidence right away.
💡 These aren’t generic webinars—Mariel’s sessions are live, hands-on, and tailored to what your business actually needs.
Beyond Onboarding: Ongoing Support
Q: After onboarding, you’re still involved in the Subscriptions call. How do you help partners prepare to price and quote for their first customers?
We give them a pricing document with common partner rates and ask them to compare that with their current customer pricing. Then we help them set their own subscription rates.
If they already have a customer to quote, I’ll walk them through it—or even do it with them. Again, I ask how they’d like to learn and adjust from there. The goal is always confidence.
Q: You’re part of the Partner Care team too—what kind of support do you offer after onboarding is complete?
I let them know they can always email me or book a meeting on my calendar. If I don’t have an answer, I’ll go find it—whether it’s support, billing, or development. I never want a partner to feel stuck.
Q: You also help investigate port-outs. Why is that part of the partner experience important to you?
It helps us learn what we can improve. Every port-out tells us something—and I want to make sure we’re always getting better and giving our partners the best experience possible.
💡 Mariel doesn’t disappear after Day 3. She’s in your corner for quoting, support, and even tough conversations.
Why It Matters
Q: What do you think makes a strong onboarding experience for MSPs just getting started?
A strong onboarding should be personalized and interactive. Start with their goals. Let them ask questions. Offer resources and pacing that work for them. The key is making the process smooth and setting them up to win from day one.
Q: What’s one thing you wish all partners knew before getting started?
That they need to be prepared to support their own customers. We don’t provide direct customer service for their clients, so it’s important to build a solid internal support process. I’ve seen partners lose customers when that piece isn’t strong enough, so we make sure they are ready to handle support.
Q: What’s your favorite success story from a partner who really took off after working with you?
One partner came in with very little knowledge about VoIP or Hosted PBX. They were new to everything. But they showed up, asked questions, and worked hard—and now they’ve built a steady business with recurring revenue from RingLogix services. That kind of growth is what makes this job worth it.
Reflections
Q: What’s one thing you wish more partners knew about your role or onboarding in general?
That they can speak up if they’re confused or want to go over something again. I’m more than happy to take extra time to make sure they feel confident. I’d rather spend more time up front than have them feel lost.
Q: You’ve been here for nearly two years—what’s been your proudest moment at RingLogix?
I’ve onboarded over 100 partners and helped them however I could—even when it meant going outside my job description. I’m proud to work for a company that cares about both its team and its partners. I still love my job as much as I did when I started.
Just for Fun: Meet the Real Mariel
Q: What’s your go-to hype song before a busy day of Kickoff and onboarding calls?
Landslide – The Smashing Pumpkins version. It calms me.
Q: If you could instantly become an expert at one thing (outside of work), what would it be?
Playing the bass guitar or drums.
Q: What’s your most-used emoji in Slack or Teams?
😊 Beaming face with smiling eyes.
Q: What’s your hidden talent?
I sing and play the ukulele—just a bit!
Ready to Meet Mariel?
If you’re new to RingLogix, Mariel is your go-to guide for getting up and running in RingOS. From setup to billing to porting best practices, she makes sure you feel confident using the platform and ready to support your customers. Her sessions are live, interactive, and tailored to how you learn best—so you’re never left guessing.
Already a partner and need a quick refresher or a walkthrough of something in RingOS?
Book a time that works for you: https://ringlogix.com/meetings/mariel-aquino
