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 the launch.

• Monitor client engagement and pinpoint potential issues before they escalate.

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

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

• Address workflow, platform, and process challenges efficiently.

• Pose diagnostic inquiries to uncover root causes.

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

• Maintain tracking of open issues until they are resolved.

• Collect client feedback and identify recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

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

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

⛳️ Requirements

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

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

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

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

• Confident in communicating with clients across various levels.

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

• Exhibits ownership and initiative rather than waiting for direction.

• Highly organized with a strong follow-through capability.

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

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

• Quick to establish trust while being able to engage in difficult conversations.

• Available to work during PST hours and business hours as necessary.

• Possess a Windows 11 PC (Mac not supported).

• Minimum 16 GB RAM.

• Dual monitor setup required.

• Webcam must be available.

• Wired USB headset required.

• i5 processor or higher is necessary.

• Must have fibre internet with a wired Ethernet connection.

• Reliable backup power solution is essential.

• Familiarity with Microsoft Teams / Office 365 is required.

• Resumes must be submitted in English.

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

• Preferred: experience in healthcare, telehealth, or another regulated sector.

• Preferred: experience working directly with Product or Engineering teams.

• Preferred: knowledge of CRMs, ticketing systems, support platforms, or implementation tools.

• Preferred: experience with renewals, account expansion, upselling, or commercial account growth.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.