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.

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

• Monitor client engagement and proactively identify potential issues before they escalate.

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

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

• Diagnose 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.

• Keep track of open issues until they are fully resolved.

• Collect client feedback and pinpoint recurring pain points.

• Enhance processes, documentation, and client success playbooks.

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

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

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

⛳️ Requirements

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

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

• Proficient at navigating software platforms and swiftly learning new technical workflows.

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

• Confident in communicating with clients across various levels.

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

• Proactive in taking ownership and initiative rather than waiting for instructions.

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

• Aptitude for managing multiple accounts, projects, or client issues at the same time.

• Proactive and comfortable in a fast-paced environment.

• Capable of building trust quickly while handling difficult conversations with ease.

• Experience in healthcare, telehealth, or other regulated sectors (preferred).

• Background working directly with Product or Engineering teams (preferred).

• Familiarity with CRMs, ticketing systems, support platforms, or implementation tools (preferred).

• Experience with renewals, account expansion, upselling, or commercial account growth (preferred).

• Required: Windows 11 PC (Mac not supported), 16 GB RAM, dual monitors, webcam, wired USB headset, i5 processor or higher, fibre internet with wired Ethernet connection, and a reliable backup power solution.

• Proficient in Microsoft Teams / Office 365.

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

• Resumes must be submitted in English.

• Successful completion of all hiring stages and potentially a background check.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training.