Partner Support Specialist

The Partner Success Associate will report to our Senior Manager of Partner Success & Operation s and will focus on ensuring customer satisfaction by addressing inquiries, troubleshooting issues, and providing timely and effective solutions. This role is critical in maintaining strong relationships with Truveta’s customers by delivering high-quality day-to-day assistance. Empower clients by providing exceptional support, seamless onboarding, and expert guidance on platform usage. Ensure a smooth and efficient research experience while continuously improving processes and sharing insights to enhance customer success. Serve as the point of contact for customer inquiries via email, providing timely and professional assistance. Troubleshoot and resolve customer issues, escalating complex cases to appropriate teams when necessary. Guide customers through new product features and user best practices. Identify recurring customer issues and work with the team to develop proactive solutions and improvements. Assist with scheduling, creating materials for, and tracking follow-ups required for key customer meetings. Track progress toward renewal goals and other customer success metrics. Collaborate with internal teams, including Product, Engineering, Analytics, and Customer Success, to address customer concerns effectively. Develop and update knowledge base articles, FAQs, and training materials to enhance customer self-service capabilities. Take on additional projects as needed, supporting Managers and Directors in their initiatives. Advocate for customers by providing feedback to improve product functionality and user experience. Maintain internal visibility at Truveta as a customer advocate and voice.