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 sessions.

• Establish yourself as a reliable point of contact for clients post-launch.

• Oversee client adoption and proactively identify potential issues before they escalate.

• Provide prompt responses when clients encounter obstacles, feel frustrated, or require urgent help.

• Navigate challenging client discussions with confidence, empathy, and sound judgment.

• Diagnose workflow, platform, and process issues effectively.

• Pose diagnostic questions to uncover root causes.

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

• Monitor open issues until they are resolved.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

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

• Collaborate closely with clients and internal teams across Sales, Operations, Product, and Engineering.

⛳️ Requirements

• Minimum of 2 years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a related client-facing role.

• Proven experience onboarding customers and leading remote demonstrations, walkthroughs, or training sessions.

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

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

• Confident in communicating with clients at various organizational levels.

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

• Demonstrates ownership and initiative rather than waiting for direction.

• Highly organized with a strong ability to follow through on tasks.

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

• Proactive and adaptable to a fast-paced work environment.

• Skilled at building trust quickly while handling challenging conversations with ease.

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

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

• 16 GB RAM required.

• Dual monitors are necessary.

• A webcam is required.

• Wired USB headset is needed.

• i5 processor or above is essential.

• Fibre internet with a wired Ethernet connection is mandatory.

• Reliable backup power solution is required.

• Proficiency in Microsoft Teams / Office 365 is necessary.

• Resumes must be submitted in English.

• Must complete all stages of the hiring process and may need to pass a background check.

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

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

• Nice to have: familiarity with CRMs, ticketing systems, support platforms, or implementation tools.

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

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Fully remote position available.

• Opportunity for full-time employment.