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.

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

• Monitor client engagement and proactively identify potential issues.

• Respond swiftly when clients encounter obstacles, express frustration, or require immediate support.

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

• Resolve workflow, platform, and process-related challenges.

• Pose diagnostic questions to uncover root causes.

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

• Track unresolved issues until they are fully resolved.

• Collect client feedback to identify recurring challenges.

• Enhance processes, documentation, and client success strategies.

• Recognize opportunities for renewal, expansion, and upselling in collaboration with the Sales team.

• Manage multiple client interactions, projects, and priorities concurrently.

• Collaborate effectively with Sales, Operations, Product, and Engineering teams.

⛳️ Requirements

• Minimum of 2 years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a comparable client-facing position.

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

• Comfortable navigating software platforms and rapidly learning new technical workflows.

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

• Confident in communication with clients across various levels.

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

• Proactive ownership of tasks rather than waiting for directives.

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

• Capacity to handle multiple accounts, projects, or client issues simultaneously.

• Proactive and adaptable in a fast-paced work environment.

• Skilled in quickly establishing trust while managing difficult conversations.

• Experience in healthcare, telehealth, or other regulated fields is a plus.

• Direct experience collaborating with Product or Engineering teams is advantageous.

• Familiarity with CRMs, ticketing systems, support platforms, or implementation tools is beneficial.

• Experience with renewals, account expansion, upselling, or commercial account growth is advantageous.

• Candidates must be available to work during PST business hours as required.

• Must possess a Windows 11 PC; Mac is not supported.

• 16 GB RAM required.

• Dual monitors are necessary.

• A webcam is essential.

• Wired USB headset is required.

• i5 processor or higher is mandatory.

• High-speed fibre internet with a wired Ethernet connection is needed.

• A reliable backup power solution is essential.

• Proficiency in Microsoft Teams / Office 365 is required.

• Resumes must be submitted in English.

• Candidates must successfully complete all hiring stages and may be required to pass a background check.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training.