The Partner Support & Experience Specialist will play a crucial role in ensuring a seamless onboarding and offboarding process for our partners. This role also involves providing exceptional technical support to address any issues or queries that partners may encounter. The ideal candidate will be proactive, technically adept, and possess excellent communication skills to enhance the overall partner experience.
Key Responsibilities:
Partner Onboarding:
- Engage with new partners through the onboarding process, ensuring all necessary documentation and training are provided.
- Conduct welcome sessions to introduce partners to our systems, tools, and best practices.
- Assist partners in the setup of their accounts, profiles, and necessary configurations.
- Collaborate with internal teams to ensure a smooth transition for partners into our ecosystem.
Partner Offboarding:
- Manage the offboarding process for partners, ensuring all necessary steps are taken to conclude the partnership professionally.
- Conduct exit interviews to gather feedback and insights for improving the partner experience.
- Ensure the secure and complete removal of partner data from our systems.
Technical Support:
- Provide first-line technical support to partners, addressing and resolving issues related to our products and services.
- Troubleshoot technical problems, escalating complex issues to the relevant internal teams when necessary.
- Develop and maintain a comprehensive knowledge base of common partner issues and solutions.
- Monitor support tickets, ensuring timely and efficient resolution of partner queries.
Qualifications:
- Education : Bachelor s degree in a related field (e.g., Computer Science, Information Technology, Business).
- Experience :
- Minimum of 3 years of experience in a customer-facing role, preferably in onboarding, technical support, or customer success.
- Proven experience in managing partner or customer relationships.
- Technical Skills :
- Strong understanding of software applications and ability to troubleshoot technical issues.
- Experience with CRM and support ticketing systems (e.g., Freshdesk, Salesforce, Zendesk).
- Soft Skills :
- Excellent communication and presentation skills (in English).
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Ability to work closely with internal and external stakeholders.
- High degree of empathy and customer-centric mindset.
