Partner Support Specialist

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A
• Become 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 and ensure nothing falls through the cracks
• Gather client feedback and identify recurring pain points
• Improve processes, documentation, and client success playbooks
• Identify renewal, expansion, and upsell opportunities in partnership with Sales
• Manage multiple client conversations, projects, and priorities simultaneously
• Work closely with clients and internal teams across Sales, Operations, Product, and Engineering

• 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
• Ability to troubleshoot problems and distinguish symptoms from root causes
• Confident communicating with clients at different levels
• Ability 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
• Ability to manage multiple accounts, projects, or client issues simultaneously
• Proactive and comfortable working in a fast-moving environment
• Ability to build trust quickly while being comfortable having difficult conversations
• Must be 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 must be submitted in English
• 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

• Paid weekly in arrears
• Paid training
• Fully remote position
• Dual monitors and required remote-work technology specified by employer