Partner Support Specialist

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

📋 Description

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

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

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

• Provide prompt assistance when clients encounter obstacles, express frustration, or require immediate support.

• Navigate challenging client discussions with professionalism.

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

• Pose diagnostic questions to uncover root causes of issues.

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

• Track unresolved issues until they are fully addressed.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

• Juggle multiple client interactions, projects, and priorities effectively.

• Collaborate closely 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 onboarding customers and conducting remote demos, walkthroughs, or training sessions.

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

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

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

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

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

• Highly organized with strong follow-through capabilities.

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

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

• Capable of building trust rapidly while engaging in difficult conversations.

• Experience in healthcare, telehealth, or other regulated environments is a plus.

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

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

• Background in renewals, account expansion, upselling, or commercial account growth is desirable.

• Availability to work during PST business hours as needed.

• Must operate on a Windows 11 PC; Mac devices are not supported.

• Requirements include 16 GB RAM, dual monitors, a webcam, a wired USB headset, an i5 processor or higher, and a reliable fibre internet connection with wired Ethernet.

• A reliable backup power solution is essential.

• Proficiency in Microsoft Teams and Office 365 is required.

• Resume must be submitted in English.

• Completion of all required hiring steps and potentially passing a background check is mandatory.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training opportunities.