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.

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

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

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

• Lead challenging conversations with clients effectively.

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

• Pose diagnostic questions to uncover root causes of client concerns.

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

• Track unresolved issues until they are fully resolved.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success resources.

• Identify opportunities for renewals, expansions, and upsells in collaboration with Sales.

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

• Collaborate closely with Sales, Operations, Product, and Engineering departments.

⛳️ Requirements

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

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

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

• Capable of troubleshooting issues and differentiating between symptoms and root causes.

• Confident in communicating with clients at various organizational levels.

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

• Proactive ownership of tasks instead of waiting for direction.

• Highly organized with strong follow-through capabilities.

• Able to juggle multiple accounts, projects, or client issues simultaneously.

• Proactive and adept at working in a fast-paced environment.

• Skilled at building trust quickly while managing difficult conversations comfortably.

• All resumes must be submitted in English.

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

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

• Minimum of 16 GB RAM required.

• Dual monitors are mandatory.

• A webcam is necessary.

• A wired USB headset is required.

• Must have an i5 processor or higher.

• A fibre internet connection with a wired Ethernet setup is essential.

• A reliable backup power solution must be in place.

• Must have Microsoft Teams / Office 365 installed.

• Completion of all stages in the hiring process is required.

• Background check may be necessary.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.