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 sessions.

• Serve as a reliable point of contact for clients following their launch.

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

• Respond promptly when a client experiences obstacles, frustration, or requires immediate support.

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

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

• Pose diagnostic questions to uncover root causes of problems.

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

• Track unresolved issues until they reach resolution.

• Collect client feedback and pinpoint recurring challenges.

• Contribute to the enhancement of processes, documentation, and client success strategies.

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

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

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

⛳️ Requirements

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

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

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

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

• Comfortable communicating with clients across various organizational levels.

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

• Demonstrates initiative by taking ownership of tasks without needing direction.

• Highly organized with a strong focus on follow-through.

• Capable of managing multiple accounts, projects, or client concerns simultaneously.

• Proactive and at ease in a fast-paced environment.

• Skilled at building trust quickly while being prepared for difficult conversations.

• Available to work during PST hours as required by the business.

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

• Minimum 16 GB RAM.

• Dual monitor setup.

• Webcam for virtual communications.

• Wired USB headset.

• i5 processor or higher.

• Fibre internet with a wired Ethernet connection.

• A reliable backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365.

• All resumes must be submitted in English.

• Successful completion of all required hiring stages, including a potential background check.

• Nice to have: experience in healthcare, telehealth, or a similarly regulated field.

• Nice to have: experience collaborating directly with Product or Engineering teams.

• Nice to have: knowledge of CRMs, ticketing systems, support platforms, or implementation tools.

• Nice to have: experience with renewals, account expansion, upselling, or commercial account growth.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training.