Onboarding & Partner Engagement Specialist (Hybrid Guadalajara MX)

MezTal is seeking an Onboarding & Partner Engagement Specialist to support a U.S.-based technology platform serving senior living communities. This role is essential to ensuring that new partners are successfully onboarded, properly trained, and actively using the platform over time.

The Specialist will also work closely with existing partners who are underutilizing the system, identifying barriers to adoption and delivering targeted retraining and engagement strategies. This position is not a quota-carrying sales role; the focus is on onboarding, education, partner enablement, and sustained platform adoption.

The ideal candidate is comfortable with technology, highly communicative, empathetic, data-driven, and motivated by making a meaningful impact within senior living and healthcare environments.

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.

Team Culture & Values

• Proactivity, collaboration, and clear communication drive success.
• Continuous learning and iteration are encouraged.
• Growth is tied to creating meaningful, positive impact in care environments.
• Results matter, especially when they improve partner experience and adoption.

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.

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