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.

In your role as a Customer Success Specialist, you will be part of a motivated team, engaging with our scale customers, to realize value from their GoTo Product’s. As we engage with our scale customers digitally first; including E-Mail content, SMS and In Product messaging. We include targeted call to actions for customers to reach out to you. When you engage with our customers you will be delivering Product training, consulting on best practices, showing off our new product features and many more exciting engagements, always focused on delivering Value to our customers to maximize retention for GoTo.

Your Day to Day

As a Customer Success Specialists, you will work on:

• React to our Customer contacts to assist in removing frictions, provide best practices, deliver training, and help our customers derive value from our products.

• Owns customer risk mitigation, take quick action on account alerts, investigating root cause of product usage changes, negative experiences, or signs of customer growth.

• Engage with customers at risk of erosion and churn and drive retention conversations, in partnership with other internal teams.

• Own outbound follow up, including OSAT Detractors and email campaign requests.

• Always being ‘in the know’ on GoTo product updates, releases, roadmaps and the IT Service market.

• Effectively communicate via phone, email, and web interactions to conduct product demonstrations and feature/functionality training.

• Collaborate with various teams, including marketing, product development, sales, and customer support, to align and ensure a seamless customer or product experience.

• Document customer engagement as required within Gainsight and Salesforce.com.

What We’re Looking For
As a Customer Success Specialist, your background will look like:

• 2+ years’ experience in a customer-facing role: Customer Success/Tech Support/Pre-Sales/Renewals/Sales.

• Tech-Savvy loves technology, learns and adopts quickly, sharing this passion with customers.

• Ability to lead projects and willingness to work with others toward common goals.

• Ability to excel in a data-driven, metrics-oriented environment.

• Strong presentation/demonstration/training skills.

• Demonstrated ability to effectively manage high volume of activities with varying priorities.

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

• Proficiency in using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!

Internal applicants:

• No active DPs in the last 6 months

• 1 year tenure in the current role

• Must have at least one product certification (CNC, GH, ITSG)

• GTC applicants: have completed GoToConnect product certification, Part I and Part II

• Metrics on target in the las three months

• Manager's approval

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.