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 post-launch.

• 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.

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

• Pose diagnostic questions to uncover root causes.

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

• Track unresolved issues until they are fully resolved.

• 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.

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

• Collaborate 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.

• Proficient in onboarding customers and conducting remote demos, walkthroughs, or training sessions.

• Comfortable navigating software platforms and quickly learning new technical workflows.

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

• Confident in communicating with clients at various levels.

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

• Takes initiative and ownership rather than waiting for direction.

• Highly organized with strong follow-through capabilities.

• Capable of managing multiple accounts, projects, or client issues at the same time.

• Proactive and at ease in a fast-paced environment.

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

• Available to work during PST time zone and required business hours.

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

• Requires 16 GB RAM.

• Dual monitors are necessary.

• A webcam is required.

• A wired USB headset is essential.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is mandatory.

• A reliable backup power solution is necessary.

• Proficient in Microsoft Teams / Office 365.

• Resume must be submitted in English.

• Must successfully complete all stages of the hiring process and potentially pass a background check.

• Preferred: Experience in healthcare, telehealth, or another regulated environment.

• Preferred: Experience working directly with Product or Engineering teams.

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

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

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Fully remote position available.

• Full-time employment opportunity.