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 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.

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

• Pose diagnostic questions to uncover root causes.

• Convert client concerns into actionable insights 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.

• Recognize renewal, expansion, and upsell opportunities in collaboration with Sales.

• Manage multiple client discussions, 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 comparable client-facing position.

• Proficient in onboarding customers and leading remote demonstrations, walkthroughs, or training sessions.

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

• Ability to diagnose problems and differentiate symptoms from underlying issues.

• Confident in communicating with clients across various levels.

• Capable of maintaining composure and professionalism when engaging with frustrated or demanding clients.

• Exhibits ownership and initiative instead of waiting for direction.

• Highly organized with a strong commitment to follow-through.

• Competent in managing multiple accounts, projects, or client concerns simultaneously.

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

• Skilled at building trust quickly while handling difficult conversations comfortably.

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

• 16 GB RAM is essential.

• Dual monitors are necessary.

• A webcam is required.

• Wired USB headset is mandatory.

• An i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is required.

• A reliable backup power solution is essential.

• Familiarity with Microsoft Teams / Office 365 is required.

• Resume must be submitted in English.

• Completion of all hiring stages and potentially passing a background check is necessary.

• Nice to have: experience in healthcare, telehealth, or other regulated environments.

• Nice to have: experience collaborating directly with Product or Engineering teams.

• Nice to have: knowledge of CRMs, ticketing systems, support platforms, or implementation tools.

• Nice to have: experience with renewals, account expansion, upselling, or commercial account growth.

🏝️ Benefits

• Weekly payments made in arrears.

• Paid training provided.