Partner Support Specialist

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

📋 Description

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

• Act as a reliable point of contact for clients post-launch.

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

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

• Navigate challenging conversations with clients effectively.

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

• Pose diagnostic inquiries to uncover root causes of problems.

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

• Track outstanding issues until they are resolved.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

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

• Work in partnership with Sales, Operations, Product, and Engineering teams.

⛳️ Requirements

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

• Proficient in onboarding customers and leading remote demonstrations, walkthroughs, or training sessions.

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

• Skilled in troubleshooting and differentiating between symptoms and root causes of issues.

• Confident in communicating with clients across various levels.

• Ability to maintain composure and professionalism in dealings with frustrated or demanding clients.

• Demonstrates initiative by taking ownership instead of waiting for direction.

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

• Capable of managing multiple accounts, projects, or client concerns at the same time.

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

• Quick to establish trust while being comfortable engaging in difficult conversations.

• Must be available to work during PST time and business hours as required.

• Windows 11 PC required; Mac systems are not supported.

• 16 GB RAM minimum.

• Dual monitor setup preferred.

• Webcam required.

• Wired USB headset necessary.

• i5 processor or above.

• Fibre internet with a wired Ethernet connection required.

• Reliable backup power solution needed.

• Familiarity with Microsoft Teams / Office 365.

• Resume must be submitted in English.

• Successful completion of all required hiring stages and possibly a background check is necessary.

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

• Nice to have: experience collaborating 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 expansions, upselling, or commercial account growth.

🏝️ Benefits

• Paid weekly in arrears.

• Compensation for training provided.

• Fully remote working opportunity.

• Full-time position available.