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 launch.

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

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

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

• Diagnose workflow, platform, and process issues effectively.

• Pose diagnostic questions to uncover root causes.

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

• Monitor open issues until they are resolved.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

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

• Work in conjunction 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.

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

• Strong problem-solving skills with the ability to differentiate between symptoms and root causes.

• Confident in communicating with clients across various levels.

• Capable of maintaining composure and professionalism when addressing frustrated or demanding clients.

• Proactive ownership of tasks rather than awaiting direction.

• Highly organized with a strong follow-through capability.

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

• Proactive and comfortable in a fast-paced environment.

• Skilled at building trust rapidly while handling difficult conversations effectively.

• Experience in healthcare, telehealth, or other regulated industries is advantageous.

• Familiarity with working directly with Product or Engineering teams.

• Knowledge of CRMs, ticketing systems, support platforms, or implementation tools.

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

• Availability to work during PST hours as necessary.

• Must possess a Windows 11 PC (Mac not supported).

• Required specifications include 16 GB RAM, dual monitors, a webcam, a wired USB headset, an i5 processor or higher, and fibre internet with a wired Ethernet connection.

• A reliable backup power solution is essential.

• Proficient in Microsoft Teams / Office 365.

• Resume must be submitted in English.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.