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Sr. Manager, Lifecycle



Guatemala · Remote
Posted on Friday, November 3, 2023

Job Description

Where you’ll work: Guatemala City, Guatemala

Customer Care and Success at GoTo

At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.

You will shape our Digital-led Customer Success concept focused on Remote Support and Access products and will build and lead a sizeable team of Customer Success Managers and Team Leaders in Guatemala. As a team you will service our large volume of pre-dominantly English-speaking scale customers across GoTo’s IT-Service Group portfolio. You will engage with customers across the globe complementing a digital first approach across the lifecycle from onboarding through to renewal.

Your Day to Day

As a Senior Manager, Customer Lifecycle, you will work on:

  • Create and manage customer Value Realization strategies in tandem with GoTo Peers from Marketing/Sales/Product/Voice of the Customer team and Success/Support

  • Build out a team of 30-50 Customer Success Managers and Leaders; coach, lead and inspire to do their best work at GoTo

  • Own Retention Rate, Health of Customer Base and Engagement KPI’s for the IT Service group scale Customer base

  • Ensure effective Goal setting and Management of Team KPI’s pertaining to retention, customer adoption and health.

  • Continue to test and evolve to deliver forward-thinking and strategically aligned customer engagement strategies and campaigns in line with future industry trends and changes in the business environment to manage the Success of our scale customer base across the full customer lifecycle.

  • Work hand in glove with Marketing, Product and Sales leadership to ensure teams coordinate efforts effectively to deliver exceptional customer experience.

  • Implement and maintain best practices related to Customer Success, 1:Many, digital-led programs and engagement campaigns

What We’re Looking For

As a Senior Manager, Customer Lifecycle, your background will look like:

  • Bachelor’s Degree or comparable experience

  • Experience managing large high-volume teams in a contact center support environment very desirable.

  • 5+ years of experience in high technology customer success

  • 5+ years of experiencia in a managerial role (Manager, Senior Manager, Director, etc)

  • Strong strategic thinking and problem-solving skills

  • Excellent relationship-building skills

  • Ability to lead a team in all areas of the customer lifecycle

  • Strong work ethic, desire to learn and be challenged, self-driven and motivated

  • Motivated with an ability to create fun, team building exercises and experiences to develop a team culture and drive performance

  • Innovative with an ability to sell ideas internally in order to improve processes throughout the organization

  • English Speaking (above 85% both written and spoken)

  • Experience with GoTo products, as well as other competitive IT Support Management and Access remote solutions is a plus.

At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.