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.

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

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

• Quickly address situations where clients are blocked, frustrated, or require urgent assistance.

• Approach challenging client discussions with confidence, empathy, and sound judgment.

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

• Ask diagnostic questions to uncover root causes of problems.

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

• Track unresolved issues through to their resolution.

• Collect client feedback and pinpoint recurring challenges.

• Enhance processes, documentation, and client success playbooks.

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

• Manage numerous client conversations, projects, and priorities concurrently.

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

⛳️ 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 rapidly adapting to new technical workflows.

• Strong troubleshooting skills to differentiate between symptoms and root causes.

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

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

• Demonstrates initiative by taking ownership rather than waiting for direction.

• Highly organized with a strong ability to follow through on tasks.

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

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

• Skilled at quickly building trust while comfortably navigating difficult conversations.

• Available to work during PST hours and business times as needed.

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

• Minimum of 16 GB RAM.

• Dual monitor setup required.

• Webcam essential.

• Wired USB headset required.

• i5 processor or better is necessary.

• Fibre internet with a wired Ethernet connection is mandatory.

• Reliable backup power solution is required.

• Proficient in Microsoft Teams / Office 365.

• Resume must be submitted in English.

• Nice to have: experience in healthcare, telehealth, or another regulated sector.

• Nice to have: experience working directly with Product or Engineering teams.

• Nice to have: familiarity with CRMs, ticketing systems, support platforms, or implementation tools.

• Nice to have: experience with renewals, account expansion, upselling, or commercial account growth.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Position is fully remote.

• Full-time employment opportunity.

• Long-term career growth potential.