Partner Support Specialist

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

📋 Description

• Facilitate the onboarding of new clients via kickoff calls, live demonstrations, training sessions, and Q&A interactions.

• Act as a reliable point of contact for clients following their launch.

• Oversee client adoption and proactively pinpoint potential issues before they escalate.

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

• Navigate challenging conversations with clients effectively.

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

• Employ diagnostic questioning to uncover root causes of issues.

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

• Monitor open issues until they are fully resolved.

• Collect client feedback and identify ongoing challenges.

• Enhance processes, documentation, and client success strategies.

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

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

• Work collaboratively with Sales, Operations, Product, and Engineering departments.

⛳️ Requirements

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

• Proven experience in onboarding clients and leading remote demonstrations, walkthroughs, or training sessions.

• Proficiency in navigating software platforms and swiftly learning new technical workflows.

• Strong problem-solving skills with the ability to differentiate between symptoms and root causes.

• Comfortable communicating with clients across various levels of the organization.

• Ability to maintain composure and professionalism when addressing challenging or demanding client situations.

• Proactive attitude and willingness to take initiative without needing direction.

• Highly organized with excellent follow-through capabilities.

• Competence in managing multiple accounts, projects, or client matters simultaneously.

• Self-motivated and adaptable in a fast-paced environment.

• Skillful in establishing trust quickly while navigating difficult conversations.

• All resumes must be submitted in English.

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

• 16 GB RAM required.

• Dual monitor setup necessary.

• Webcam is a must.

• Wired USB Headset needed.

• i5 processor or higher is required.

• Fibre internet connection with a wired Ethernet setup is essential.

• Reliable backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365 is required.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.