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 encounters obstacles, feels frustrated, or requires urgent support.

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

• Diagnose workflow, platform, and procedural issues effectively.

• Pose investigative questions to uncover underlying causes.

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

• Maintain oversight of unresolved issues until they are fully addressed.

• Collect client feedback and pinpoint recurring issues.

• Enhance processes, documentation, and client success playbooks.

• Recognize potential renewal, expansion, and upsell prospects in collaboration with Sales.

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

• Collaborate closely with clients and internal 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 position.

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

• Comfortable navigating software platforms and rapidly acquiring new technical workflows.

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

• Confident in communicating with clients across various levels.

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

• Proactive and takes initiative rather than waiting for direction.

• Highly organized with strong follow-through capabilities.

• Capable of managing multiple accounts, projects, or client issues simultaneously.

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

• Ability to quickly establish trust while being adept at engaging in difficult conversations.

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

• 16 GB RAM required.

• Dual monitors are necessary.

• Webcam is essential.

• Wired USB Headset required.

• i5 processor or better is necessary.

• Fibre internet with a wired Ethernet connection is mandatory.

• A reliable backup power solution is required.

• Familiarity with Microsoft Teams / Office 365 is necessary.

• All resumes must be submitted in English.

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

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.