Partner Support Specialist

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

📋 Description

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A.

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

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

• Respond promptly when clients encounter obstacles, express frustration, or require immediate support.

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

• Troubleshoot issues related to workflow, platform, and processes.

• Pose diagnostic questions to uncover root causes.

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

• Track outstanding issues until resolved, ensuring nothing is overlooked.

• Collect client feedback and pinpoint recurring pain points.

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

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

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

• Collaborate closely with clients and internal teams across 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 in onboarding customers and leading remote demos, walkthroughs, or training sessions.

• Comfortable 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 various levels.

• Ability to remain calm and professional when dealing with demanding or frustrated clients.

• Takes initiative and ownership of tasks without waiting for direction.

• Highly organized with a strong follow-through capability.

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

• Proactive and adaptable to a fast-paced work environment.

• Capable of quickly building trust while handling difficult conversations effectively.

• Candidates must be available to work during PST hours as needed.

• Required: Windows 11 PC; Mac is not supported.

• Required: 16 GB RAM.

• Required: Dual monitors.

• Required: Webcam.

• Required: Wired USB headset.

• Required: i5 processor or higher.

• Required: Fibre internet with a wired Ethernet connection.

• Required: Reliable backup power solution.

• Required: Microsoft Teams / Office 365.

• All resumes must be submitted in English.

• Candidates must successfully complete all required hiring processes and may need to pass a background check.

• Nice to have: experience in healthcare, telehealth, or another regulated industry.

• 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

• Paid weekly in arrears.

• Paid training.

• Fully remote position.

• Remote technology requirements provided: Microsoft Teams / Office 365.