Partner Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

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

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

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

• Respond promptly when clients encounter obstacles, express frustration, or require urgent support.

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

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

• Pose diagnostic questions to uncover root causes.

• Convey client issues in a clear and actionable manner to the Product, Engineering, and Operations teams.

• Track outstanding issues until they are resolved.

• Collect client feedback to identify recurring challenges.

• Contribute to the enhancement of processes, documentation, and client success playbooks.

• Collaborate with Sales to identify potential renewal, expansion, and upselling opportunities.

• Juggle multiple client interactions, projects, and priorities simultaneously.

• Collaborate closely with clients and internal teams across Sales, Operations, Product, and Engineering.

⛳️ 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 customers and conducting remote demonstrations, walkthroughs, or training sessions.

• Comfortable navigating software platforms and quickly learning new technical workflows.

• Skilled in troubleshooting problems and distinguishing between symptoms and root causes.

• Effective communicator with clients at various levels.

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

• Demonstrates ownership and initiative rather than waiting for instructions.

• Highly organized with strong follow-through capabilities.

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

• Proactive and adaptable in a fast-paced environment.

• Quick to build trust and comfortable engaging in difficult conversations.

• Candidates must be available to work during PST business hours as needed.

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

• Minimum of 16 GB RAM.

• Dual monitors are required.

• A webcam must be available.

• Wired USB headset is necessary.

• i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is essential.

• A reliable backup power solution must be in place.

• Proficiency in Microsoft Teams / Office 365 is required.

• Resume must be submitted in English.

• Candidates must successfully complete all required hiring stages and may need to pass a background check.

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

• Nice to have: direct experience working 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.