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Responsibilities and deliverables
Job Title Recommendation:
- Primary Title: Partner Success & Community Specialist (LatAm).
- Alternative Titles (for Torre's synonyms): Channel Success Manager, Partner Community Manager, Agent Relationship Specialist.
Core Responsibilities:
- Partner Relationship Management: Act as the primary, day-to-day point of contact for digital marketing agencies and consultants in Mexico, Colombia, and Chile via chat, phone, and video calls.
- Community Engagement: Moderate, manage, and scale Ozia’s localized partner community platforms (e.g., WhatsApp, Slack, or Discord), driving active participation and peer-to-peer value.
- Onboarding & Adoption: Guide new international partners through the onboarding pipeline, ensuring they understand Ozia's value proposition and how to leverage the partner program.
- Cross-Border Liaison: Serve as the strategic interface between LatAm partners and Ozia’s core team in Brazil, communicating partner feedback to Product and Customer Success teams.
- Market Localization Insights: Provide cultural nuances, local idioms, and regional market feedback to Ozia's Brazilian marketing team to help them tailor content for MX, CO, and CL.
- Support & Retention: Monitor partner health metrics, handle tier-1 support queries via chat/phone, and proactively identify accounts at risk of churning from the partner program.
Required Skills & Proficiency Levels:
Languages (Mandatory):
- Spanish (Native/Bi-lingual): Expert – Must master regional differences, vocabulary, and business etiquette between Mexico, Colombia, and Chile.
- Portuguese (Professional Working Proficiency): Proficient – Crucial for daily alignment, reporting, and receiving content assets from the Brazilian marketing team.
Hard Skills:
- Partner Success / Channel Management: Proficient – Experience working with or managing B2B channel partners, preferably digital marketing agencies.
- Community Management: Proficient – Proven track record of managing professional/B2B online communities and keeping engagement metrics high.
- Customer Support (Omnichannel): Proficient – Exceptional skills in live-chat support, phone etiquette, and ticketing tools (e.g., Zendesk, Intercom, HubSpot).
- Digital Marketing Ecosystem: Noesis/Conceptual – Solid understanding of how digital agencies operate, their business models, and their pain points.
Soft Skills:
- Cross-Cultural Communication: Ability to code-switch seamlessly between the warm business style of Mexico/Colombia and the structured, analytical style of Chile.
- Active Listening & Empathy: Essential for managing communities and solving partner frustrations over chat/phone.
Candidate Expectations & Environment:
- Location: Remote (Must be based in Brazil, Mexico, Colombia, or Chile).
- Timezone Alignment: Ability to work within standard Latin American business hours, maintaining tight synchronization with Brazil's timezone (BRT).
- Work Style: High autonomy, self-starter mindset, comfortable being the sole representative of a Brazilian brand in a new territory.
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