Strategic Partner Success Lead

Resolv Global; Cartagena de Indias; Remote; COP 30,710,000 - 39,484,000; Full time

Job summary

Resolv Global seeks a Partner Support Specialist who can own client conversations from kickoff to resolution. You will onboard and train teams, troubleshoot problems, and collaborate with Sales, Operations, Product, and Engineering to move issues forward.

You are calm under pressure, technically curious about software workflows, and able to translate client feedback into actionable information for internal teams. This is a fully remote role with Colombia-based applicants only.

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.

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.
• Ask the right questions to identify root causes.
• Translate client issues into actionable information for Product, Engineering, and Operations.
• Track open issues through resolution and ensure 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.

Skills

SaaS Customer Success

Onboarding

Remote demos

Technical troubleshooting

Client communication

Account management

Ownership & proactivity

Multi-client management

Tools

CRM

Ticketing systems

Support platforms

Implementation workflows

Job description

Resolv Global seeks a Partner Support Specialist who can own client conversations from kickoff to resolution. You will onboard and train teams, troubleshoot problems, and collaborate with Sales, Operations, Product, and Engineering to move issues forward.

You are calm under pressure, technically curious about software workflows, and able to translate client feedback into actionable information for internal teams. This is a fully remote role with Colombia-based applicants only.