Partner Support Specialist

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

📋 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 post-launch.

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

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

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

• Resolve workflow, platform, and process-related challenges.

• Pose diagnostic questions to identify underlying causes.

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

• Track unresolved issues until resolution to ensure nothing is overlooked.

• Collect client feedback and pinpoint 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 discussions, projects, and priorities concurrently.

• Collaborate with 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 in onboarding clients and conducting remote demonstrations, walkthroughs, or training sessions.

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

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

• Confident in communicating with clients across various levels.

• Able to maintain composure and professionalism while addressing frustrated or demanding clients.

• Demonstrates initiative and takes ownership rather than awaiting direction.

• Highly organized with strong follow-through capabilities.

• Skilled at managing multiple accounts, projects, or client concerns simultaneously.

• Proactive and comfortable in a fast-paced work environment.

• Able to quickly establish trust while being comfortable handling challenging conversations.

• Must be available to work PST hours as required.

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

• 16 GB RAM minimum.

• Dual monitors are mandatory.

• Webcam is necessary.

• Wired USB headset is required.

• i5 processor or higher is essential.

• Fibre internet with a wired Ethernet connection is needed.

• A reliable backup power solution is required.

• Proficiency in Microsoft Teams / Office 365 is mandatory.

• Resumes must be submitted in English.

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

• Nice to have: experience collaborating 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 work opportunity.

• Full-time position available.