The Remote Partner Success Specialist is responsible for the remote installation, onboarding, and continuous support of our hardware and software solutions for food trucks. This role focuses on ensuring clients are effectively trained, supported, and engaged to maximize the usage of our solutions and minimize churn.
Responsibilities:
- Remote Installation & Onboarding:
- Conduct remote installations of Snackpass hardware and software
- Guide clients through the setup process via virtual meetings and support materials
- Ensure clients are fully onboarded and comfortable with the system
- Client Training:
- Provide comprehensive training sessions to clients on how to use Snackpass products
- Develop and update training materials and documentation
- Ensure clients understand best practices and are equipped to use the system effectively
- Ongoing Client Support:
- Serve as the primary point of contact for client inquiries and support requests
- Troubleshoot and resolve technical issues remotely
- Provide timely and effective solutions to ensure client satisfaction
- Client Relationship Management:
- Build and maintain strong relationships with clients to foster loyalty
- Conduct regular check-ins to monitor client usage and satisfaction
- Identify opportunities for clients to maximize their use of Snackpass solutions
- Churn Prevention & Upselling:
- Monitor client engagement and usage metrics to identify at-risk accounts
- Proactively address potential issues that could lead to churn
- Identify and communicate opportunities to upsell additional products and features
- Internal Coordination:
- Collaborate with the sales team for smooth client transitions
- Work with the product and engineering teams to communicate client feedback and suggest improvements
- Participate in team meetings and provide updates on client statuses and issues
- Documentation and Process Identification:
- Collaborate with the success team and leadership to document necessary steps for successful remote installation, training, and ongoing touchpoints
- Identify common customer issues and document the proper resolution
- Over time, build FAQs and other documentation that are accessible to customer
Requirements
- Must be fluent in Thai and English languages
- 3+ Years of experience as a Partner Success Specialist
- Reliable high speed internet access
- A quiet workspace with minimal background noise for conducting phone calls
- Professionalism: Maintain a high level of professionalism in all client interactions
- Technical Proficiency: Demonstrate strong technical skills and knowledge of our products
- Responsiveness: Respond to client inquiries and issues promptly and effectively
- Continuous Improvement: Continuously seek ways to improve processes and client satisfaction
- Team Collaboration: Work collaboratively with internal teams to ensure client success
- Proactive : Monitor the GMV on your accounts and follow up to make sure things are going well
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- A laptop will be provided by the company
- WORK FROM HOME
- 140,000-150,000 monthly salary
