Partner Support Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Facilitate the onboarding process for new clients through kickoff calls, live demonstrations, training sessions, and Q&A sessions.

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

• Monitor client engagement and proactively identify potential issues.

• Respond swiftly when clients encounter obstacles, express frustration, or require immediate assistance.

• Navigate challenging client discussions with confidence, empathy, and sound decision-making.

• Diagnose workflow, platform, and procedural issues effectively.

• Inquire diagnostic questions to uncover root causes of problems.

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

• Track unresolved issues until they are resolved.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success playbooks.

• Recognize opportunities for renewals, expansions, and upselling in collaboration with the Sales team.

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

• Collaborate effectively 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 related client-facing role.

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

• Comfortable navigating software platforms and rapidly acquiring new technical workflows.

• Skilled in troubleshooting issues and differentiating symptoms from root causes.

• Confident in communicating with clients across various levels.

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

• Proactive ownership of tasks rather than waiting for direction.

• Highly organized with strong follow-through capabilities.

• Ability to manage multiple accounts, projects, or client issues at the same time.

• Proactive and adaptable in a fast-paced environment.

• Ability to build trust quickly while being comfortable having difficult conversations.

• Windows 11 PC required; Mac systems are not supported.

• Minimum 16 GB RAM.

• Dual monitors are necessary.

• Webcam is required.

• Wired USB headset is necessary.

• i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is mandatory.

• Reliable backup power solution is essential.

• Proficiency in Microsoft Teams / Office 365.

• Resumes must be submitted in English.

• Must successfully complete all hiring stages and potentially pass a background check.

• Nice to have: experience in the healthcare, telehealth, or a regulated environment.

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

• Nice to have: familiarity with CRMs, ticketing systems, support platforms, or implementation tools.

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

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.