Partner Support Specialist
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Job Description
Partner Support Specialist supporting SaaS clients through onboarding, troubleshooting, and issue resolution. Managing client success, feedback, and expansion opportunities remotely from Chihuahua, Mexico.
Responsibilities:
- Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A
- Serve as a trusted point of contact for clients after launch
- Monitor client adoption and identify potential issues before they become larger problems
- Respond quickly when clients are blocked, frustrated, or need immediate assistance
- Lead difficult client conversations with confidence, empathy, and sound judgment
- Troubleshoot workflow, platform, and process issues
- Ask diagnostic questions and identify root causes
- Translate client issues into clear, actionable information for Product, Engineering, and Operations
- Track open issues through resolution
- Gather client feedback and identify recurring pain points
- Improve processes, documentation, and client success playbooks
- Identify renewal, expansion, and upsell opportunities with Sales
- Manage multiple client conversations, projects, and priorities simultaneously
- Collaborate with Sales, Operations, Product, and Engineering teams
Requirements:
- 2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role
- Experience onboarding customers and leading remote demos, walkthroughs, or training sessions
- Comfortable working inside software platforms and learning new technical workflows quickly
- Able to troubleshoot problems and distinguish symptoms from root causes
- Confident communicating with clients at different levels
- Able to remain calm and professional when dealing with frustrated or demanding clients
- Takes ownership rather than waiting to be told what to do
- Highly organized and strong with follow-through
- Able to manage multiple accounts, projects, or client issues simultaneously
- Proactive and comfortable working in a fast-moving environment
- Able to build trust quickly while remaining comfortable having difficult conversations
- Available to work PST time and business hours as required
- Windows 11 PC; Mac not supported
- 16 GB RAM
- Dual monitors
- Webcam
- Wired USB headset
- i5 processor or higher
- Fibre internet with a wired Ethernet connection
- Reliable backup power solution
- Microsoft Teams / Office 365
- Resume submitted in English
- Must successfully complete all hiring stages and possibly pass a background check
- Nice to have: experience in healthcare, telehealth, or another regulated environment
- 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
- Fully remote position
- Full-time opportunity
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