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 interactions.

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

• Monitor client engagement and proactively identify potential issues.

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

• Navigate challenging client discussions with confidence.

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

• Pose 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 fully addressed.

• Collect client feedback and recognize recurring challenges.

• Enhance processes, documentation, and client success playbooks continuously.

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

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

• Work collaboratively 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.

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

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

• Capable of troubleshooting issues and differentiating symptoms from root causes.

• Confident in communicating with clients across various levels.

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

• Takes initiative and ownership rather than waiting for direction.

• Highly organized and proficient in follow-through.

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

• Proactive and comfortable in a fast-paced environment.

• Able to build trust quickly while managing challenging conversations effectively.

• Experience in healthcare, telehealth, or another regulated field.

• Experience collaborating directly with Product or Engineering teams.

• Familiarity with CRMs, ticketing systems, support platforms, or implementation tools.

• Experience with renewals, account expansion, upselling, or commercial account growth.

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

• 16 GB RAM required.

• Dual monitor setup preferred.

• Webcam necessary.

• Wired USB headset required.

• i5 processor or higher is essential.

• Must have fibre internet with a wired Ethernet connection.

• Reliable backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365.

• Resume must be submitted in English.

• Must complete all necessary hiring stages and may need to pass a background check.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.