Customer Success Specialist

🔥 19 hours ago

🇬🇹 Guatemala – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GoTo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 Seed Round on 2013-11

Consulting • Healthcare • Legal

GoTo is a company offering all-in-one business communication and remote IT management solutions. Their product lineup includes GoTo Connect, an all-in-one communication platform providing features like cloud-based phone systems, digital channels, and AI-powered contact centers designed to improve customer experiences. Additionally, GoTo offers IT management and support services like remote access, mobile device management, and IT asset management to enhance enterprise productivity and security. They cater to various industries, such as healthcare, legal, education, and professional services, ensuring seamless communication and IT support from any location on any device.

📋 Description

• React to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from products • Own customer risk mitigation by acting on account alerts and investigating product usage changes, negative experiences, or signs of customer growth • Engage with customers at risk of erosion and churn and drive retention conversations with internal teams • Own outbound follow-up, including OSAT Detractors and email campaign requests • Stay informed on GoTo product updates, releases, roadmaps, and the IT Service market • Communicate via phone, email, and web to conduct product demonstrations and feature/functionality training • Collaborate with marketing, product development, sales, and customer support teams • Document customer engagement in Gainsight and Salesforce.com • Conduct customer outreach, including collections calls, email follow-ups, and periodic check-ins • Complete tasks assigned through the pool assignment process with high-quality execution and adherence to deadlines • Maintain accurate CRM records using Salesforce and Gainsight • Support inbound customer calls during high-volume periods • Assist with troubleshooting and escalate technical or account-related issues • Deliver a consistent and positive customer experience • Compile and analyze customer data and provide insights on outreach outcomes and task execution efficiency

🎯 Requirements

• 2+ years’ experience in a customer-facing role: Customer Success, Tech Support, Pre-Sales, Renewals, or Sales • Tech-savvy; learns and adopts technology quickly • Ability to lead projects and work with others toward common goals • Ability to excel in a data-driven, metrics-oriented environment • Strong presentation, demonstration, and training skills • Demonstrated ability to manage a high volume of activities with varying priorities • Proficiency in Microsoft Office (Word, Excel, Outlook, PPT) • Proficiency in Salesforce.com • Gainsight experience is a plus • Strong project ownership and collaboration skills • Professional English proficiency (B2 level or higher) • Ability to collaborate, communicate, and write clearly in a professional environment

🏖️ Benefits

• Comprehensive health benefits • Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days • Tuition reimbursement • Access to instructor-led and on-demand learning and development programs • The Thrive Global Wellness Program • Confidential Employee Assistance Program (EAP) • Wellness app • One-on-one wellness coaching • Employee Resource Groups (ERGs) • GoTo Gives • Charitable matching • Flexible resources and support to thrive at work and at home • Inclusive workplace and culture of belonging

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