Job Description
Where you’ll work: São Paulo, Brazil (Remote)
Customer Care and Success at GoTo
At GoTo, we are 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 and automate, 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.
Your Day to Day:
As a Portuguese and English speaking, Customer Succes Manager your responsibilities will:
Manage a portfolio of assigned accounts - develop customer relationships, proactively connect with customers throughout the lifecycle to drive ROI, growth, retention, and high customer satisfaction.
Effectively communicate via phone, email, web interactions to conduct product demonstrations plus feature and functionality training. Additionally, conduct phone calls and craft emails to encourage healthy usage, ensure customer success, and mitigate risks.
Perform ongoing analysis of customer adoption and engagement and take the necessary measures to increase product usage, adoption and mitigate risk.
Partner with customers to ensure successful product and feature adoption by aligning with their use case, goals, and success criteria.
Own closed-loop process for more difficult outbound conversations, including NPS.
Drive targeted outbound campaigns for a variety of initiatives.
Own retention and drive risk mitigation strategies for assigned accounts, in close partnership with sales and other internal account stakeholders.
Participate in Onboarding larger value, new customers in partnership with a Project Management team.
Document customer engagements as required within Gainsight and Salesforce.com.
Be able to translate customer feedback into actions including cross-functional process alignments.
What We’re Looking For
As a Portuguese and English speaking, Customer Succes Manager, your background will look like:
3 years’ experience in a B2B or SaaS customer-facing role.
Proficiency using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com required; Gainsight experience is a plus.
Advanced communications skills in English (above 75% written and spoken)
Excellent customer relationship skills: ability to penetrate, grow and retain accounts, build relationships, and quickly spot, communicate, and address potential risks and issues.
Experience creating and delivering presentations; strong presentation/demonstration/training skills.
Accountable: Perform day-to-day work with timelines and execute new and/or complex assignments with minimal direction/supervision.
Solution-Oriented: a natural critical thinker to troubleshoot and solve complex problems in a fast-paced, changing environment through creative, innovative, and inquisitive actions.
General understanding of technical aspects involving network, firewalls and voice protocols to be able to communicate with technical teams and translate feedback for customer consumption.
Ability to lead projects, and willingness to work with others toward common goals.
Experience with UCaaS products is a plus!
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
Generous paid time off, 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), as well as One to One Wellness Coaching
Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact.
At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.