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 their launch.

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

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

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

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

• Engage in diagnostic questioning to uncover root causes.

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

• Monitor open issues until they are resolved.

• Collect client feedback and pinpoint recurring pain points.

• Enhance processes, documentation, and client success strategies.

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

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

• Work in cooperation 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 similar client-facing position.

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

• Proficient in navigating software platforms and rapidly acquiring new technical workflows.

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

• Confident in communicating with clients across varying levels of the organization.

• Ability to remain composed and professional when addressing frustrated or demanding clients.

• Takes initiative and ownership rather than waiting for direction.

• Highly organized with strong follow-through capabilities.

• Able to juggle multiple accounts, projects, or client matters simultaneously.

• Proactive and comfortable in a fast-paced environment.

• Skilled in quickly building trust while effectively managing difficult conversations.

• Candidates should be available to work during PST hours as required.

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

• 16 GB RAM required.

• Dual monitors are necessary.

• Webcam is required.

• Wired USB headset is mandatory.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is essential.

• Reliable backup power solution is required.

• Familiarity with Microsoft Teams / Office 365 is necessary.

• All resumes must be submitted in English.

• Completion of every stage of the hiring process and possibly passing a background check is required.

• Preferred: experience in healthcare, telehealth, or another regulated sector.

• Preferred: experience collaborating directly with Product or Engineering teams.

• Preferred: knowledge of CRMs, ticketing systems, support platforms, or implementation tools.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote working arrangement.

• Full-time employment opportunity.

• Potential for a long-term career in a client-facing Partner Support / Customer Success role.