Job Description
Where you’ll work: Anywhere within EST +/- 3 hours
Customer Care and Success at GoTo
We believe in making IT easy. By delivering solutions that make it easy to securely connect, collaborate and be flexible above all else, we empower everyone to live their best life, at work and beyond. We try to live by a basic mantra: simplify to automate, automate to simplify. This is where you help us achieve our mission.
ABOUT THE ROLE
The Enterprise Customer Success Manager works proactively with a portfolio of our largest Enterprise Customers. You will drive success and be directly accountable for each customer’s product deployment, adoption, and retention. You are an expert relationship builder, deeply understand your customers’ business models, core problems to solve, and critical use cases. If you are technically savvy, love building relationships, are solutions oriented, thrive on wowing customers, and will go above-and-beyond to serve our customers, this role is for you!
Your Day to Day
As an Enterprise Customer Success Manager, you would be working on:
• Develop excellent customer relationships to drive ROI, growth, retention, and high customer satisfaction
• Navigate customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers
• Build a strong relationship with Sales & Renewals partners to jointly represent GoTo as a unified Account Team that supports and manages each customer
• Develop tactical Account Plans collaboratively with Account Team
• Responsible for risk identification, escalation, and mitigation planning & execution
• Identify incremental opportunities within and across other business units; works closely with Sales to pursue and win these
• Lead monthly and/or quarterly business reviews with Enterprise customers, reinforcing ROI and identifying innovative solutions to solve critical business problems
• Manage all customer projects, including more complex implementations
• Gather product feedback and customer needs and recommends improvements to Product Teams, ensuring customer needs are heard throughout GoTo
• Effectively navigates internally and cross-functionally to ensure customer needs and business needs are met
• Facilitate executive relationships between GoTo and the customer through introductions and coordination of conference calls and on-site visits
• Meet or exceed KPIs and goals, as set by GoTo and Customer Success leadership.
What We’re Looking For
As an Enterprise Customer Success Manager, your background will look like:
• 7+ years proven track record of measurable success in strategic customer account management and development within the service industry, specifically working with larger clients
• Excellent customer relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues; ability to identify organizational structure and confidence to target and build new relationships
• Customer-focused (we do what revolves around the customer!), tech-savvy, excellence oriented, personable with natural problem-solving abilities, creative, innovative, inquisitive, and solutions-oriented
• Strong project management and organizational skills; ability to define a complex implementation or customization plan with very minimal guidance
• Strong analytical skills and ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs
• Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization
• Ability to think critically, troubleshoot, and solve complex problems in a fast-paced, changing environment
• Ability to excel in a data-driven, metrics-oriented environment
• Experience creating and delivering presentations to key clientele; excellent presentation and communication skills
• Demonstrated discretion and ability to work with confidential information
• English-speaking proficiency is required; bilingual skills a plus
• Proficiency using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!
You’ll be working towards a shared goal with an open-minded and cohesive team greater than the sum of its parts. At GoTo, we’re passionate about growing a diverse and inclusive work ecosystem because unique takes make us a stronger company, and Stronger Together. We’re committed to creating an inclusive space for everyone, no matter what. That’s how we’ll Be Real, Think Big, Move Fast, and Keep Growing along the way.
Learn more.
The above shows our ranges from minimum to maximum. Your compensation will be determined based on your location, experience, and the pay of employees in similar positions. You will also be eligible for a variable pay component and benefits.