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Job Description
Where you’ll work: Guatemala City, Guatemala
Customer Success Specialist ( entry-level position) 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 success team, you'll play a crucial role in helping us achieve our mission by delivering exceptional life cycle experiences to our customers.
In your role as a Customer Success Specialist Level 1, you will be part of a motivated team engaging with our scale customers to help them realize value from their GoTo products. As we prioritize digital-first engagement through email content, SMS, and in-product messaging, we include targeted calls to action for customers to reach out to you. When you connect with our customers, you'll deliver product training, consult on best practices, highlight new features, and ensure a value-driven experience that maximizes customer retention.
Your Day to Day
As a Customer Success Specialist, you will work on:
Reacting to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from our products.
Owning customer risk mitigation by taking quick action on account alerts, investigating the root cause of product usage changes, negative experiences, or signs of customer growth.
Engaging with customers at risk of erosion and churn, driving retention conversations in partnership with internal teams.
Owning outbound follow-up, including OSAT Detractors and email campaign requests.
Staying informed on GoTo product updates, releases, roadmaps, and the IT Service market.
Effectively communicating via phone, email, and web to conduct product demonstrations and feature/functionality training.
Collaborating with various teams including marketing, product development, sales, and customer support to ensure a seamless customer and product experience.
Documenting customer engagement as required in Gainsight and Salesforce.com.
Additional Responsibilities:
Conducting various customer outreach efforts, including but not limited to collections calls, email follow-ups, and periodic check-ins to maintain engagement and satisfaction.
Completing tasks assigned as part of the pool assignment process, ensuring high-quality execution and adherence to deadlines.
Maintaining accurate records of customer interactions and updates using CRM tools (Salesforce, Gainsight).
Supporting inbound customer calls during high-volume periods or as needed, providing real-time problem-solving and guidance.
Assisting with troubleshooting and escalating technical or account-related issues to the appropriate teams.
Delivering a consistent and positive customer experience across all interactions.
Compiling and analyzing customer data, providing insights on outreach outcomes and task execution efficiency.
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.
- Proficiency in using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!
- Strong project ownership and collaboration skills to work toward common goals.
What We Offer
At GoTo, we believe in supporting our employees with a comprehensive range of benefits designed to fit your life—at work and beyond. Here are just some of the benefits and perks you can expect when you join our team:
Comprehensive health benefits, life and disability insurance, and fertility and family-forming support programs
Paid holidays, volunteer time off, and quarterly self-care days and no meeting days
Tuition and reading reimbursement programs to support your continuous learning and professional growth
Thrive Global Wellness Program, Confidential Employee Assistance Program (EAP)
Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact.
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.
