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 to clients who are blocked, frustrated, or require immediate help.

• Navigate challenging client discussions effectively.

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

• Pose diagnostic questions to uncover root causes.

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

• Track unresolved issues until they are resolved.

• Collect client feedback and identify recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

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

• Collaborate closely with clients and teams across Sales, Operations, Product, and Engineering.

⛳️ Requirements

• A 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 leading remote demonstrations, walkthroughs, or training sessions.

• Comfortable navigating software platforms and quickly mastering new technical workflows.

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

• Confident in communicating with clients at various levels.

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

• Takes initiative and ownership instead of waiting for direction.

• Highly organized with strong follow-through abilities.

• Capable of managing multiple accounts, projects, or client issues at once.

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

• Able to establish trust quickly while navigating difficult conversations.

• Must work during PST time and business hours as needed.

• Requires a Windows 11 PC; Mac is not supported.

• 16 GB RAM is necessary.

• Dual monitors are required.

• A webcam is essential.

• Wired USB headset must be provided.

• i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is necessary.

• A reliable backup power solution is needed.

• Proficiency in Microsoft Teams / Office 365 is required.

• Resume must be submitted in English.

• Completion of all hiring stages and a potential background check are required.

• Nice to have: experience in healthcare, telehealth, or another 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 payments in arrears.

• Paid training.