Partner Support Specialist

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

📋 Description

• Facilitate the onboarding process for new clients through kickoff calls, live demonstrations, training sessions, and Q&A interactions.

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

• Observe client engagement and proactively identify potential challenges before they escalate.

• Respond promptly to clients who are facing obstacles, feeling frustrated, or require urgent assistance.

• Navigate challenging client discussions with assurance, empathy, and sound decision-making.

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

• Pose diagnostic questions to uncover root causes of problems.

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

• Monitor unresolved issues until they reach a resolution.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success strategies.

• Recognize opportunities for renewals, expansions, and upsells in collaboration with the Sales team.

• Manage various client discussions, projects, and priorities simultaneously.

• Collaborate closely with the Sales, Operations, Product, and Engineering teams.

⛳️ Requirements

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

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

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

• Skilled in troubleshooting issues and differentiating symptoms from root causes.

• Confident in communicating effectively with clients across various levels.

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

• Proactive ownership of tasks rather than waiting for direction.

• Highly organized with strong follow-through capabilities.

• Capable of managing multiple accounts, projects, or client concerns concurrently.

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

• Ability to build trust swiftly while being adept at handling difficult conversations.

• Windows 11 PC; Mac compatibility is not supported.

• 16 GB RAM requirement.

• Dual monitor setup necessary.

• Webcam presence required.

• Wired USB headset is mandatory.

• i5 processor or higher is required.

• High-speed fibre internet with a wired Ethernet connection is essential.

• A reliable backup power solution is necessary.

• Proficiency in Microsoft Teams and Office 365.

• All resumes must be submitted in English.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.