Customer Success Specialist

Requirements

• 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.

Benefits

Additional Information

Where you'll work: Guatemala City, GU, GT Customer Care & Success at GoTo At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience. Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products. 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at goto? Share your experience