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 interactions.

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

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

• Provide swift responses when clients encounter obstacles, express frustration, or require urgent support.

• Manage challenging client discussions with confidence, empathy, and sound decision-making.

• Address workflow, platform, and process-related issues effectively.

• Utilize diagnostic questioning to uncover root causes of client concerns.

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

• Monitor outstanding issues until resolution is achieved.

• Collect client feedback to identify recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

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

• Collaborate closely 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 role.

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

• Proficiency in navigating software platforms and quickly acquiring new technical workflows.

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

• Confidence in communicating with clients at various organizational levels.

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

• Demonstrates initiative by taking ownership rather than awaiting direction.

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

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

• Proactive and adaptable to a fast-paced working environment.

• Ability to establish trust rapidly while remaining comfortable engaging in difficult conversations.

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

• 16 GB RAM is required.

• Must have dual monitors.

• A webcam is necessary.

• Wired USB headset is required.

• Must possess an i5 processor or higher.

• Fibre internet with a wired Ethernet connection is essential.

• A reliable backup power solution is required.

• Proficiency in Microsoft Teams / Office 365 is necessary.

• All resumes must be submitted in English.

• Candidates must complete all stages of the hiring process and may need to pass a background check.

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

• Experience working directly with Product or Engineering teams is a plus.

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

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

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.