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.

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

• Respond promptly when clients experience roadblocks, frustrations, or require urgent support.

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

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

• Pose diagnostic questions to uncover root causes.

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

• Track unresolved issues until they are fully addressed.

• Collect client feedback and recognize recurring challenges.

• Enhance processes, documentation, and client success strategies.

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

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

• Collaborate closely 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.

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

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

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

• Confident in communicating with clients at various organizational levels.

• Able to maintain composure and professionalism when dealing with frustrated or demanding clients.

• Takes initiative and ownership rather than waiting for direction.

• Highly organized with excellent follow-through skills.

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

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

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

• All resumes must be submitted in English.

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

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

• Minimum of 16 GB RAM.

• Dual monitor setup required.

• Webcam necessary.

• Wired USB Headset required.

• i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is essential.

• Reliable backup power solution is needed.

• Experience with Microsoft Teams / Office 365 is required.

• Candidates must complete all stages of the hiring process and may need to pass a background check.

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

• Preferred: experience collaborating 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.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training opportunities.