Partner Support Specialist

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

📋 Description

• Facilitate the onboarding of new clients via kickoff calls, live demonstrations, training sessions, and Q&A.

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

• Observe client engagement and pinpoint potential issues before they escalate.

• Provide prompt responses when clients encounter obstacles, express frustration, or require urgent support.

• Navigate challenging client discussions with assurance, empathy, and prudent judgment.

• Diagnose workflow, platform, and process-related issues.

• Pose diagnostic questions to uncover root causes.

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

• Monitor open issues until they are resolved.

• Collect client feedback and identify recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

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

• Collaborate closely 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 learning 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 engaging with frustrated or demanding clients.

• Takes initiative and ownership of tasks without needing direction.

• Highly organized with a strong ability to follow through.

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

• Proactive and adaptable to a fast-paced environment.

• Skilled at building trust quickly while being comfortable in difficult conversations.

• Requires a Windows 11 PC; Mac is not supported.

• Minimum 16 GB RAM.

• Dual monitors are necessary.

• Webcam required.

• Wired USB headset needed.

• i5 processor or higher is mandatory.

• Must have fibre internet with a wired Ethernet connection.

• Reliable backup power solution is essential.

• Microsoft Teams / Office 365 is required.

• Resume must be submitted in English.

• Completion of all necessary hiring stages and possibly a background check is required.

• Nice to have: experience in healthcare, telehealth, or another regulated sector.

• 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 payments in arrears.

• Paid training opportunities.