Partner Engagement Specialist
New
100% remote within the USFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3 years of experience
- Required Skills
- Data AnalysisSalesforceAccount ManagementCustomer supportCustomer Success
Requirements
- 3 years of experience in customer success, customer support, account coordination, or a related customer-facing role.
- Strong written communication skills, with the ability to deliver clear, concise guidance at scale.
- Comfort supporting a high volume of customers and navigating competing priorities.
- Data-informed mindset with the ability to interpret usage and performance signals.
- Familiarity with tools such as Salesforce, Intercom, or similar customer engagement platforms.
- Strong organizational skills and attention to detail.
- Willingness to operate within defined playbooks, workflows, and engagement models.
- Adaptability to evolving processes, tooling, and customer needs.
Responsibilities
- Serve as a day-to-day support contact for a large portfolio of agencies, delivering timely, high-quality guidance through Intercom and other channels.
- Proactively engage customers post-launch to reinforce platform best practices, drive adoption, and support successful, repeatable usage.
- Educate customers on platform features and workflows while guiding them toward self-service tools and resources whenever possible.
- Execute standardized engagement playbooks to increase adoption, reduce risk, and support long-term agency retention & growth.
- Monitor customer performance, usage, and engagement signals to identify churn risk early and prioritize outreach.
- Escalate sustained risk, complexity, or performance issues through established workflows and partner with internal teams to resolve them.
- Maintain accurate account records and surface trends or recurring feedback to inform process improvements.
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