Partner Support Specialist

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

📋 Description

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

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

• Track client adoption rates and proactively identify potential issues.

• Provide prompt assistance when clients encounter obstacles, express frustration, or require immediate support.

• Navigate challenging client discussions effectively.

• Resolve issues related to workflows, platforms, and processes.

• Pose diagnostic questions to determine root causes of problems.

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

• Monitor and manage open issues until they are resolved.

• Collect client feedback and identify recurring challenges.

• Enhance processes, documentation, and client success strategies.

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

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

• Collaborate with clients as well as internal Sales, Operations, Product, and Engineering teams.

⛳️ Requirements

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

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

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

• Capability to troubleshoot issues and differentiate between symptoms and root causes.

• Strong communication skills with clients at various organizational levels.

• Ability to stay composed and professional when dealing with frustrated or demanding clients.

• Initiative to take ownership of tasks without waiting for direction.

• Highly organized with excellent follow-through skills.

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

• Proactive attitude and comfort in a fast-paced work environment.

• Skill in building trust quickly while engaging in difficult conversations.

• Experience in healthcare, telehealth, or another regulated sector.

• Direct experience collaborating with Product or Engineering teams.

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

• Background in renewals, account expansion, upselling, or commercial account growth.

• Availability to work during PST business hours as needed.

• Windows 11 PC required; Mac is not supported.

• Minimum 16 GB RAM.

• Dual monitor setup.

• Webcam necessary.

• Wired USB headset required.

• i5 processor or better.

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

• Reliable backup power solution.

• Proficiency in Microsoft Teams / Office 365.

• Resume must be submitted in English.

• Completion of all required hiring stages and possibly passing a background check is mandatory.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Fully remote working opportunity.

• Full-time position available.

• Potential for a long-term career in a client-facing Partner Support / Customer Success environment.