Job Description
Where you’ll work: Guatemala City, Guatemala
Customer Care and Success at GoTo
At GoTo, we're committed to simplifying IT for everyone. Our solutions enable secure connections, seamless collaboration, and flexibility, empowering individuals to thrive at work and beyond. Our mission is rooted in a simple mantra: simplify to automate and automate to simplify, and we work hand-in-hand to achieve this every day.
As a member of our Customer Success team, you'll play an essential role in fulfilling this mission by delivering an exceptional lifecycle experience to our customers.
In your role as a Customer Success Specialist, you’ll work with German-speaking scale customers, helping them derive maximum value from GoTo products. We engage with these customers primarily through digital-first channels, such as email content, SMS, and in-product messaging, supplemented with targeted Call-to-Actions inviting them to connect with us directly. When engaging with customers, you'll provide product training, consult on best practices, showcase new features, and deliver value-driven interactions to maximize retention for GoTo.
Your Day to Day
As a Customer Success Specialists, you will work on:
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Responding to customer inquiries to resolve friction points, deliver best practices, provide training, and ensure customers benefit fully from GoTo products.
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Owning customer risk mitigation by proactively addressing account alerts, investigating the root cause of usage changes, negative experiences, or growth opportunities.
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Interacting with customers at risk of erosion or churn, guiding retention conversations in collaboration with internal teams.
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Managing outbound follow-ups, such as OSAT detractors and email campaign requests.
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Staying informed about GoTo product updates, releases, roadmaps, and trends in the IT service market.
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Communicating effectively via phone, email, and web interactions to conduct product demonstrations and training sessions on features and functionalities.
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Collaborating with cross-functional teams (e.g., marketing, product development, sales, customer support) to ensure a cohesive customer experience.
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Documenting customer interactions and engagement within Gainsight and Salesforce.com for internal records.
What We’re Looking For
As a Customer Success Specialist, your background will look like:
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Fluency in German (written and spoken) and proficiency in English.
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2+ years of experience in a customer-facing role, such as Customer Success, Technical Support, Pre-Sales, Renewals, or Sales.
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A tech-savvy passion for technology and a quick ability to learn and adopt new tools, sharing this enthusiasm with customers.
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Leadership ability to drive projects and collaborate effectively toward common goals.
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Proven success in data-driven and metrics-oriented environments.
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Excellent presentation, demonstration, and training skills.
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Strong organizational skills and the capacity to manage high volumes of activities with varied priorities.
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Familiarity with GoTo products or competitive IT Support Management and Remote Access Solutions.
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Proficiency in Microsoft Office tools (Word, Excel, Outlook, PPT), Salesforce.com; Gainsight experience is a plus.
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Positive track record in performance metrics (last three months).
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At least one year of tenure in your current role.
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No active DPs within the last six months.
At GoTo, diversity and inclusion aren’t just values; they’re integral to creating a thriving and dynamic work environment. Our team of GoGetters is inspired to learn, explore, connect, and collaborate while embracing the unique perspectives and skills each individual brings to the table.
We proudly offer comprehensive benefits, wellness programs, recognition, and opportunities for learning and career growth worldwide. No matter your gender, identity, or background, GoTo is committed to fostering an inclusive and welcoming space so everyone can thrive personally and professionally.
