Partner Support Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Facilitate the onboarding of new clients through kickoff calls, live demonstrations, training sessions, and Q&A sessions.

• Serve as a reliable point of contact for clients following the launch.

• Monitor client engagement and proactively identify potential issues before they escalate.

• Respond promptly when clients experience obstacles, express frustration, or require urgent assistance.

• Navigate challenging client discussions with confidence, empathy, and sound judgment.

• Diagnose workflow, platform, and process-related issues.

• Pose diagnostic questions to uncover root causes.

• Convert client concerns into clear, actionable insights for Product, Engineering, and Operations teams.

• Track unresolved issues until they are resolved.

• Collect client feedback and identify recurring pain points.

• Enhance processes, documentation, and client success playbooks.

• Recognize renewal, expansion, and upsell opportunities alongside the Sales team.

• Juggle multiple client discussions, projects, and priorities concurrently.

• Collaborate with Sales, Operations, Product, and Engineering departments.

⛳️ Requirements

• A minimum of 2 years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a closely related client-facing position.

• Proven experience in onboarding customers and conducting remote demonstrations, walkthroughs, or training sessions.

• Proficient in navigating software platforms and quickly learning new technical workflows.

• Capable of troubleshooting issues and differentiating symptoms from root causes.

• Confident in communicating with clients across various levels.

• Ability to maintain composure and professionalism when interacting with frustrated or demanding clients.

• Takes initiative and ownership rather than waiting for direction.

• Highly organized with a strong commitment to follow-through.

• Proficient in managing multiple accounts, projects, or client concerns simultaneously.

• Proactive and comfortable working in a fast-paced environment.

• Able to establish trust quickly while navigating difficult conversations.

• Willingness to work during PST hours as required.

• Must have a Windows 11 PC (Mac not supported).

• Equipped with 16 GB RAM.

• Dual monitors are necessary.

• A webcam is required.

• Wired USB headset is essential.

• i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is required.

• A reliable backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365.

• Resume must be submitted in English.

• Must successfully complete all hiring stages and possibly pass a background check.

• Nice to have: experience in healthcare, telehealth, or another regulated environment.

• Nice to have: experience working directly with Product or Engineering teams.

• Nice to have: knowledge of CRMs, ticketing systems, support platforms, or implementation tools.

• Nice to have: experience with renewals, account expansion, upselling, or commercial account growth.

🏝️ Benefits

• Weekly payments made in arrears.

• Paid training provided.

• Fully remote position available.

• Full-time opportunity offered.