Partner Support Specialist

Partner Support Specialist

Malbek Partner Support Specialist

Malbek is seeking a highly motivated and energetic individual with a passion for ensuring customer success and experience in enterprise software implementation or support to join our Customer Experience team as a Partner Support Specialist. The Malbek team is passionate about maintaining our customer commitments and allowing all team members to contribute actively to executing our vision.

Job Summary
We're seeking an experienced and eager to learn individual to be part of a growing team supporting the deployment, configuration, and optimization of our contract management system for our customers through our partner network. This role supports partner-led implementations. The Partner Support Specialist will work closely with the Partner Enablement Manager to ensure partners follow Malbek’s implementation methodology, governance cadence, and quality standards during customer implementations

Key Responsibilities

• Support partner implementation teams in configuration and implementation of the Malbek CLM to our customers

• Advise on best practices and review partner configuration to ensure adherence to best practices

• Provide product training to partners following a certification program

• Assist in solutioning complex workflow automation and approval matrixes, as well as other configuration solutions to meet use cases and requirements

• Advise on data migration strategies and support execution

• Advise partners on how best to support customers in adoption of AI features within the platform

• Provide solution consulting and support to partners for integrations

• Contribute to assets and documentation to support partner implementations

• Maintain status reports and provide feedback on partner-led implementations

• Maintain a can-do attitude, working through escalation and events of non-compliance, supporting the partner relationship and customer satisfaction

• Act as liaison for partner to assist in issue triage, reporting, and resolution

• Act as liaison to the Product Management team, gathering and assessing customer and partner feedback

Other duties may include:

• Perform QA testing and validation of configured solutions and new features

• Document technical specifications and configurations

• Contribute to configuration, data migration, integration, and AI adoption projects

• Creation of standardized artifacts for use by partners

Preferred Qualifications:

• Bachelor’s degree in Business, Legal Studies, Information Systems, or a related field

• 4+ years experience implementing or administering contract management systems or other enterprise SaaS solutions

• Understanding of contract lifecycle management processes and best practices

• Experience with workflow design and business process optimization

• Excellent documentation and communication skills

• Strong analytical and problem-solving abilities

• Experience with API integrations and data migration a plus 

• Experience in SaaS implementation for large enterprise clients 

• Experience with implementation and strategic consulting on adoption of AI solutions within enterprise software 

• Proven experience leveraging AI to gain efficiency and extend technical skills 

• Ability to work in fast-paced environment and handle timeline pressures 

• Flexibility with working across multiple timezones

• Strong facilitation skills for remote workshops and status meetings across multiple geographic time zones.

• Comfortable working in a highly virtual environment with stakeholders

• Experience delivering training sessions and effectively facilitating learning a plus

Key Competencies

• Strong relationship-building skills with partners and internal stakeholders; able to influence without direct authority

• Excellent written and verbal communication skills in English, including the ability to clearly document requirements, decisions, and action items

• High attention to detail and strong organizational skills; able to manage multiple concurrent partner projects and priorities

• Problem-solver with a proactive mindset and a can-do attitude in the face of ambiguity, escalations, and timeline pressures

• Demonstrated ability to deliver effective training sessions and facilitate adult learning, ensuring concepts are clearly understood and applied

Link to This Job