Sobre

• 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 ResponsibilitiesOnboarding & 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.
• QualificationsRequired
• 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.
• 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.