Partner Success Lead: Onboarding & Issue Resolution

Resolv Global; Malambo; On-site; COP 31,211,000 - 40,128,000; Full time

Job summary

Resolv Global is seeking a Partner Support Specialist to own client conversations, onboard and train teams, and troubleshoot issues from the first contact through resolution. You will work with Sales, Operations, Product, and Engineering to drive solutions and client satisfaction.

The role requires 2+ years in SaaS customer success, strong communication, and the ability to manage multiple accounts while maintaining ownership and calm under pressure.

Qualifications

• 2+ years in SaaS Customer Success or similar client-facing role.
• Experience onboarding customers and leading remote or in-person demos, walkthroughs, or training.
• Strong experience working with software platforms and learning technical workflows.
• The ability to troubleshoot issues and separate symptoms from root causes.
• Excellent written and verbal communication.
• Confidence leading client conversations, including difficult ones.
• Strong organization and follow-through.
• Experience managing multiple accounts, projects, or client issues simultaneously.
• A proactive approach and strong sense of ownership.
• The ability to stay calm and make good decisions under pressure.
• A genuine interest in learning and working in a fast-moving environment.

Responsibilities

• 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 early.
• Respond quickly when a client is blocked or needs immediate support.
• Lead difficult conversations with calm, clarity, and sound judgment.
• Troubleshoot workflow, platform, and process issues; identify root causes.
• Translate client issues into actionable information for Product, Engineering, and Operations.
• Track open issues through resolution and ensure proper follow-through.
• Gather client feedback and identify recurring problems or opportunities for improvement.

Skills

Client-facing

Lead conversations

Communication

Project management

Ownership

Troubleshooting

Multi-account handling

Tools

CRM

Ticketing systems

Support platforms

Job description

Resolv Global is seeking a Partner Support Specialist to own client conversations, onboard and train teams, and troubleshoot issues from the first contact through resolution. You will work with Sales, Operations, Product, and Engineering to drive solutions and client satisfaction.

The role requires 2+ years in SaaS customer success, strong communication, and the ability to manage multiple accounts while maintaining ownership and calm under pressure.