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.

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

• Oversee client adoption and proactively identify potential challenges.

• Respond promptly when clients experience obstacles, frustration, or require immediate support.

• Navigate complex client discussions with confidence.

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

• Employ diagnostic questioning to uncover root causes of problems.

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

• Monitor outstanding issues until they are resolved.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success strategies.

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

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

• Work collaboratively with Sales, Operations, Product, and Engineering teams.

⛳️ Requirements

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

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

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

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

• Effective communication skills for engaging with clients at various levels.

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

• Demonstrates ownership and initiative rather than waiting for instructions.

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

• Capability to manage multiple accounts, projects, or client issues concurrently.

• Proactive mindset and comfortable working in a dynamic environment.

• Ability to establish trust quickly while handling challenging conversations.

• Windows 11 PC; Macs are not supported.

• 16 GB RAM required.

• Dual monitors preferred.

• Webcam is necessary.

• Wired USB headset needed.

• i5 processor or greater is required.

• Fibre internet connection with a wired Ethernet setup.

• Reliable backup power solution is essential.

• Familiarity with Microsoft Teams and Office 365.

• Availability to work during PST time and business hours as required.

• Resumes must be submitted in English.

• Successful completion of all necessary hiring stages and potential background check.

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

• Nice to have: experience directly collaborating 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 in arrears.

• Paid training provided.