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.

• Act as a reliable point of contact for clients post-launch.

• Monitor client engagement and proactively identify potential challenges.

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

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

• Diagnose workflow, platform, and process issues effectively.

• Employ diagnostic questioning to uncover root causes.

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

• Monitor unresolved issues until they are fully addressed.

• Collect client feedback and identify common pain points.

• Enhance processes, documentation, and client success strategies.

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

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

• Work in partnership 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 position.

• Proven experience in onboarding customers and leading remote demos, walkthroughs, or training sessions.

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

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

• Confident in communicating with clients across varying levels of an organization.

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

• Takes initiative and ownership rather than waiting for instructions.

• Highly organized with a strong ability to follow through on tasks.

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

• Proactive and comfortable in a dynamic, fast-paced environment.

• Able to quickly establish trust while effectively managing difficult conversations.

• Availability to work during PST hours and as needed for business requirements.

• Must possess a Windows 11 PC; Mac systems are not supported.

• A minimum of 16 GB RAM is required.

• Must have dual monitors.

• A webcam is necessary.

• Wired USB headset is required.

• An i5 processor or higher is essential.

• Fibre internet with a wired Ethernet connection is needed.

• A reliable backup power solution is required.

• Familiarity with Microsoft Teams / Office 365 is necessary.

• Resume must be submitted in English.

• Completion of all hiring stages and a potential background check is mandatory.

• Experience in healthcare, telehealth, or another regulated sector is preferred.

• Experience collaborating directly with Product or Engineering teams is advantageous.

• Knowledge of CRMs, ticketing systems, support platforms, or implementation tools is beneficial.

• Experience in renewals, account expansion, upselling, or commercial account development is a plus.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.