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 interactions.

• Establish yourself as a reliable point of contact for clients post-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 inquiries to uncover underlying causes.

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

• Track outstanding issues until resolution, ensuring no details are overlooked.

• Collect client feedback and recognize recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

• Manage multiple client discussions, projects, and priorities concurrently.

• Collaborate closely with clients and internal teams across Sales, Operations, Product, and Engineering.

⛳️ Requirements

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

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

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

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

• Effective communicator with clients at various organizational levels.

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

• Demonstrates initiative and takes ownership of tasks without needing direction.

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

• Ability to juggle multiple accounts, projects, or client issues simultaneously.

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

• Skillful in quickly establishing trust while managing difficult conversations.

• Must be available for work during PST hours as required.

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

• Minimum 16 GB RAM.

• Dual monitors required.

• A webcam is necessary.

• Wired USB headset needed.

• i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is essential.

• A reliable backup power solution is mandatory.

• Proficiency in Microsoft Teams / Office 365.

• Resume must be submitted in English.

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

• Preferred: experience 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.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Dual monitors and other necessary remote-work technology as specified by the employer.