Partner Support Specialist

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

📋 Description

• Facilitate the onboarding of new clients through kickoff meetings, live demonstrations, training sessions, and Q&A interactions.

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

• Monitor client engagement 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.

• Address issues related to workflows, platforms, and processes.

• Pose diagnostic inquiries to uncover root causes.

• Convert client concerns into clear, 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 resources.

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

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

• Collaborate effectively with Sales, Operations, Product, and Engineering teams.

⛳️ Requirements

• Over 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 conducting remote demonstrations, walkthroughs, or training sessions.

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

• Strong troubleshooting skills to differentiate between symptoms and root causes.

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

• Ability to maintain composure and professionalism when interacting with frustrated or demanding clients.

• Proactive ownership of tasks rather than waiting for direction.

• Highly organized with strong follow-through capabilities.

• Capacity to manage multiple accounts, projects, or client issues at the same time.

• Proactive mindset and comfort in a fast-paced environment.

• Ability to quickly build trust while handling difficult conversations.

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

• 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 stages and may need to pass a background check.

• 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 in renewals, account expansion, upselling, or commercial account growth.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Full-time position available.