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 post-launch.

• Observe client usage patterns and pinpoint potential issues before they escalate.

• Provide prompt assistance when clients experience blockages, frustration, or require immediate help.

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

• Diagnose workflow, platform, and process challenges.

• Pose diagnostic questions to uncover root causes.

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

• Monitor open issues until they are resolved.

• Collect client feedback and recognize recurring issues.

• Enhance processes, documentation, and client success playbooks.

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

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

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

⛳️ Requirements

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

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

• Proficient in 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 across varying levels of the organization.

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

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

• Highly organized with strong follow-through capabilities.

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

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

• Ability to quickly establish trust while being comfortable discussing difficult topics.

• Experience in healthcare, telehealth, or similar regulated sectors (preferred).

• Background working directly with Product or Engineering teams (preferred).

• Familiarity with CRMs, ticketing systems, support platforms, or implementation tools (preferred).

• Experience with renewals, account expansion, upselling, or commercial account growth (preferred).

• Availability to work during PST hours as required.

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

• 16 GB RAM is required.

• Dual monitors are necessary.

• A webcam must be available.

• Wired USB headset is required.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is essential.

• A reliable backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365 is required.

• Resume must be submitted in English.

• Must complete all hiring requirements and possibly pass a background check.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.