Hybrid Onboarding – Partner Engagement Specialist

at MezTal

• Job title: Onboarding – Partner Engagement Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Guadalajara, Mexico

About the role

• Onboarding & Partner Engagement Specialist supporting U.S.-based technology platform for senior living communities. Responsible for partner onboarding, engagement, and ongoing support.

Responsibilities

• **Key Responsibilities****Onboarding & Training**
• Deliver comprehensive onboarding and training sessions for new partners to ensure successful adoption of the platform.
• Develop, update, and maintain training materials, including internal SOPs, user manuals, handbooks, videos, webinars, and self-guided training resources.
• Collect and analyze post-training feedback to continuously improve onboarding processes and materials.
• Maintain a strong working knowledge of the platform’s features, functionality, and use cases.
• **Partner Engagement & Adoption**
• Proactively engage with partners who are not fully utilizing the platform to understand challenges and drive re-engagement.
• Schedule and lead retraining sessions, demonstrations, and tutorials tailored to partner needs and usage patterns.
• Collaborate with internal engagement teams to execute re-engagement strategies.
• Support adoption goals, ensuring that at least **80% of trained partners use the platform a minimum of twice per month for six months post-training**.
• **Customer Support & Communication**
• Provide ongoing support to partners, addressing questions and resolving usage-related challenges.
• Demonstrate empathy, strong listening skills, and professionalism in all partner interactions.
• Communicate clearly and effectively, both verbally and in writing.
• Follow up promptly on partner requests and engagement-related needs.
• **Data & Process Management**
• Maintain accurate and up-to-date partner data within the CRM (HubSpot).
• Create and manage weekly call lists and engagement plans.
• Capture and document data related to non-usage to support continuous product and process improvement.
• Utilize partner feedback and performance metrics to inform adoption strategies.
• Manage multiple priorities simultaneously with strong attention to detail.

Requirements

• **Qualifications****Required**
• Bachelor’s degree in Business, Marketing, or a related field; **or**
• Associate’s degree with **2+ years of experience** in onboarding, training, customer service, partner support, or a related role; **or**
• **4+ years of relevant professional experience** in customer success, onboarding, training, or engagement.
• Availability to work in a hybrid manner at our offices in Guadalajara, Mexico at Midtown Jalisco.
• Advanced English proficiency is required, as the role involves daily interaction with U.S.-based manager and stakeholders.
• Strong interpersonal and communication skills with the ability to engage diverse stakeholders.
• Comfort with technology and the ability to explain and teach new software and hardware.
• Highly organized, detail-oriented, and able to manage multiple tasks and projects simultaneously.
• Self-motivated and driven to make a positive impact within senior living or healthcare environments.
• **Preferred Qualifications***(Supportive qualifications; this is not a sales quota-carrying role)*
• Experience working with older adults or within senior living communities.
• Background in customer success, onboarding, partner enablement, or account support.
• Experience working in SaaS or technology-enabled environments.
• Exposure to startup or fast-growing organizations.
• Understanding of virtual reality or emerging technologies, or strong technical curiosity.
• Experience supporting adoption metrics, engagement KPIs, or usage-based performance goals.

Benefits

• **Christmas Bonus**: 30 days, to be paid in December.
• **Major Medical Expense Insurance**: Coverage up to $20,000,000.00 MXN.
• **Minor Medical Insurance**: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• **Dental Insurance**: Always smile with confidence!
• **Life Insurance**: (Death and MXN Disability)
• **Vacation Days**: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + **Floating Holidays**: 3 floating holidays in addition to the 7 official holidays in Mexico.
• **Cell Phone Reimbursement & Transportation Subsidy.**
• **Hybrid Scheme**: Enjoy the best of both worlds, remote and in-office work.
• ** Multicultural Exposure**: Work with operations within Mexico and United States.
• **MezTal Internal Events**: Strike a healthy balance between your professional and personal goals.
• **Exclusive Discounts**: Benefits with different companies for being part of MezTal.
• **Academic Agreements**: Access to national universities and language schools.