Partner Success Specialist

Potentiam Ltd; Cape Town; Hybrid; ZAR 201,000 - 268,000; Full time

Job summary

Potentiam Ltd., Foreshore, Cape Town, is seeking a Partner Success Specialist to support the Partner Success team. The role focuses on managing the daily partner support queue, handling inbound queries, and ensuring tasks are completed accurately and efficiently.

You will be a key contact for partners, routing issues to the right internal teams as needed. This temporary position requires someone organized, responsive and comfortable working with a high volume of queries and administration tasks

Qualifications

• Experience in customer service or support environment.
• Experience with ticketing, CRM or support systems.
• Experience handling a high volume of queries.
• Proficient in Microsoft Outlook and Excel.

Responsibilities

• Handle day-to-day partner support queries through ticketing and email.
• Triaging requests and escalating complex issues to internal teams.
• Maintain accurate partner and customer information in systems.
• Administer orders, quotes, SIM swaps, and tariff changes where needed.
• Support portal users and assist with self-service tools and guidance.
• Maintain records in CRM and ticketing systems and follow up on actions.

Skills

Customer service

Ticketing systems

CRM experience

Outlook & Excel

Job description

Potentiam is a rapidly growing global offshore solutions provider, connecting skilled technical professionals with leading UK and European companies. With established offices in South Africa, Romania, and India, and our newest location in Brazil, we continue to expand our global presence to support businesses in scaling effectively and sustainably.

Our mission is to help companies build high-performing offshore teams while ensuring our people have clear career development and growth opportunities. Potentiam manages all aspects of HR, payroll, infrastructure, and staff development, while our clients directly oversee their teams’ day-to-day responsibilities and role-specific training.

With ambitious growth plans to reach over 500 team members globally within the next 3–4 years, Potentiam offers an exciting, fast-paced environment where people, purpose, and performance come together.

Potentiam’s client

Our client is a multi-award-winning, channel-only provider of global IoT connectivity and intelligent mobile data solutions. They work exclusively with resellers, MSPs, ISPs and IoT solution providers, helping partners design, deliver and scale cellular-based solutions across a wide range of industries.

With access to 960+ networks across 185 countries, our client provides secure, resilient and scalable 4G, 5G and LPWAN connectivity, supporting both straightforward deployments and complex global IoT environments.

Their platform and partner portal are designed to simplify connectivity management, reduce administrative overhead and make it easier for partners to manage and support their services.

The business currently supports 600+ partners across sectors including retail, transport, healthcare, utilities, construction, security and smart infrastructure, with solutions spanning fleet and asset tracking, smart cities and environmental monitoring.

The organisation is fully focused on IoT and operates with a partner-first, channel-only model, with a strong emphasis on being easy to work with and delivering reliable, scalable connectivity solutions.

Purpose of role

The Partner Success Specialist is a temporary role providing support to the Partner Success team while a team member is on leave. The role is primarily focused on managing the day-to-day partner support queue, responding to inbound queries, processing requests and ensuring that administrative tasks are completed accurately and efficiently. You will act as an important point of contact for partners, helping to resolve queries or ensuring they are passed to the appropriate internal team where further investigation or action is required. This is a hands‑on role suited to someone who is organised, responsive and comfortable working with a high volume of queries and administrative tasks.

Duties and responsibilities

1. Partner Support & Ticket Management

• Manage partner queries through ticketing, email and other support channels.
• Respond promptly, professionally and accurately, triaging requests and identifying next steps.
• Resolve straightforward queries using existing processes and knowledge.
• Escalate complex technical, billing, provisioning or service issues to the relevant internal teams.
• Monitor and follow up on outstanding tickets to ensure timely resolution and closure.
• Maintain accurate ticket records and keep partners informed of progress.
• Maintain a high standard of written communication across all partner interactions.

2. Partner Account Administration

• Complete day-to-day administration relating to partner accounts.
• Maintain accurate partner and customer information across internal systems.
• Process account amendments and requests in line with established procedures.
• Assist with contract and account administration, including termination requests and validation of applicable fees.
• Support the creation, amendment and maintenance of partner documentation.

3. Orders, SIMs & Service Requests

• Administer sales and service orders once requests are received.
• Create and process quotes for new orders, SIM swaps, top-ups and tariff changes where required.
• Convert approved requests into orders and liaise with provisioning and internal teams to ensure correct fulfilment.
• Assist with SIM, connectivity, tariff, usage and service‑related queries.
• Follow established processes for account and service amendments and elevate issues that may delay fulfilment.
• Work closely with provisioning, billing, technical support and other internal teams to resolve partner queries.
• Provide clear and accurate information when escalating issues.
• Track escalated queries and follow up to ensure timely resolution.
• Highlight recurring issues and process challenges to the wider team.
• Contribute to maintaining clear and effective internal processes.

5. Partner Portal & Support

• Assist partners with queries relating to the portal and self‑service tools.
• Help partners understand processes, procedures and routine account administration.
• Identify opportunities to improve the clarity and efficiency of support processes.
• Assist with maintaining internal guidance and knowledge resources.

6. Administration & Systems

• Maintain accurate records across CRM, ticketing and internal systems.
• Complete administrative updates accurately and within agreed timescales.
• Assist with basic reporting and management information where required.
• Clearly record and follow up on outstanding actions.
• Support the wider team with general administration during periods of high workload.
• Maintain confidentiality and handle partner information appropriately.

Skills/Experience

• Previous experience in customer service, support, administration or similar environment is desirable.
• Experience working with ticketing, CRM or customer support systems is beneficial.
• Experience managing a high volume of queries or requests is beneficial.
• Comfortable using Microsoft Office, particularly Outlook and Excel.
• Good attention to detail and accuracy.
• Experience within telecoms, connectivity, IoT or technology environments would be advantageous but is not essential.

Location and hours

Foreshore, Cape Town CBD

Monday to Friday

10h00 – 18h30 / 10h30-19h30

Hybrid

Data Privacy Notice

The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.

For any questions regarding data processing related to HR activities, please contact Chantal Endemann at [e-mail].

All data shared with third parties complies with applicable confidentiality and retention requirements.