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.

• Establish yourself as a reliable point of contact for clients post-launch.

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

• Provide prompt assistance when a client experiences obstacles, frustration, or requires urgent support.

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

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

• Pose diagnostic questions to uncover root causes.

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

• Track outstanding issues until resolution, ensuring that nothing is overlooked.

• Collect client feedback and highlight recurring challenges.

• Enhance processes, documentation, and client success resources.

• Recognize potential 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 of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a comparable client-facing position.

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

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

• Capable of troubleshooting issues and differentiating symptoms from underlying causes.

• Confident in communicating with clients across varying levels of seniority.

• Able to maintain composure and professionalism when interacting with frustrated or demanding clients.

• Takes initiative and ownership rather than waiting for direction.

• Highly organized with strong follow-through capabilities.

• Able to handle multiple accounts, projects, or client issues simultaneously.

• Proactive and adept at working in a fast-paced environment.

• Skilled at building trust rapidly while being comfortable engaging in difficult conversations.

• Available to work during PST hours as required.

• Must possess a Windows 11 PC (Mac is not supported).

• Minimum of 16 GB RAM.

• Dual monitor setup required.

• Webcam is necessary.

• Wired USB headset is required.

• i5 processor or higher is mandatory.

• Fibre internet connection with wired Ethernet is essential.

• A reliable backup power solution must be in place.

• Familiarity with Microsoft Teams / Office 365 is required.

• All resumes must be submitted in English.

• Preferred: experience in healthcare, telehealth, or other regulated industries.

• Preferred: experience collaborating 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 opportunities.

• Fully remote work arrangement.

• Long-term career development potential.