Partner Support Specialist | On-Site, Barranquilla

Resolv Global; Tubará; Sur place; COP 26 752 000 - 40 128 000; Plein temps

Avantages offerts par ce poste

Paid training

Paid weekly pay

On-site in Barranquilla

Résumé du poste

Resolv Global is seeking a Partner Support Specialist to lead client conversations, onboard and train teams, and own issues from first contact to resolution. You’ll collaborate with Sales, Operations, Product, and Engineering to troubleshoot problems and drive solutions.

You will onboard new clients via kickoff calls and live walkthroughs, act as a trusted contact post-launch, monitor adoption, and escalate or resolve blockers quickly while maintaining clear communication with stakeholders

Qualifications

• 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 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.

Responsabilités

• 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, frustrated, or needs immediate support
• Lead difficult conversations with calm, clarity, and sound judgment
• Troubleshoot workflow, platform, and process issues
• Ask the right questions to identify the root cause of a problem
• Translate client issues into clear and 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
• Help improve documentation, processes, and client success playbooks
• Work with Sales on renewal, expansion, and upsell opportunities
• Manage multiple clients, projects, priorities, and open issues simultaneously

Connaissances

Client communication

SaaS customer success

Onboarding

Troubleshooting

Ownership

Lead client conversations

Outils

CRM tools

Ticketing systems

Description du poste

We're looking for a Partner Support Specialist who can do much more than answer questions and manage support requests. This is a high-ownership, client-facing role for someone who can lead client conversations, onboard and train teams, troubleshoot problems, manage difficult situations, and take ownership from the first conversation through resolution. You'll work closely with clients as well as internal Sales, Operations, Product, and Engineering teams. When something goes wrong, you're expected to step in, understand the situation, communicate clearly, and help drive it toward a solution. The right person is confident enough to lead a client call, technically curious enough to understand how software workflows work, and composed enough to handle a frustrated client without losing control of the conversation.

What You'll Do

• 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, frustrated, or needs immediate support
• Lead difficult conversations with calm, clarity, and sound judgment
• Troubleshoot workflow, platform, and process issues
• Ask the right questions to identify the root cause of a problem
• Translate client issues into clear and 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
• Help improve documentation, processes, and client success playbooks
• Work with Sales on renewal, expansion, and upsell opportunities
• Manage multiple clients, projects, priorities, and open issues simultaneously

Working Hours & Compensation

• Candidates must be available to work PST time and business hours as required.
• This is a fully on-site position in Barranquilla, Colombia.
• Independent Contract
• $7.50 USD per hour
• Paid weekly in arrears
• Paid training

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 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

Nice to Have

• Healthcare, telehealth, or regulated-industry experience
• Experience working closely with Product or Engineering
• Familiarity with CRMs, ticketing systems, support platforms, or implementation workflows
• Experience with renewals, expansions, upselling, or account growth