Job DescriptionWhere you’ll work : US remoteCustomer Care and Success at GoToAt 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 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 Senior Customer Success Manager - MSP , you would :
Play a pivotal role in helping Managed Service Providers (MSPs) successfully adopt and implement our platform. Conduct discovery calls to assess client requirements, goals, and current technical infrastructure and build end-to end onboarding plan for successful adoption and maximumROI.
Facilitate a smooth handoff post purchase and drive strong partnership throughout the Customer’s lifecycle.
Partner with our Account Executive team to provide regular updates on client progress.
Ensure MSP clients understand the platform and its capabilities while partnering with product and engineering teams to relay customer insights tofurther enhance onboarding and adoption processes.
What We’re Looking For As a Senior Customer Success Manager - MSP , your background will look like :
Industry Experience: 5+ years of experience in Customer Success, Partner Sales, or Direct Salesat a SaaS companywith products in the IT Management and Support space.
Relationship Building and Technical Knowledge : Exceptional relationship management skills,ability tobuild relationships,retain accounts and look for and identify growth opportunities and quickly spot and communicate potential risks and issues.Familiarity withGainsight and Salesforce functionality and terminology.
Tool & Software Proficiency: Proven experience with Remote Monitoring and Management (RMM) tools; adept at leveraging technology to troubleshoot issues, and deliver innovative solutions that align with our MSPs and their customers.Technical certifications related to RMM tools or IT infrastructure preferred.
At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally.Annual Base Salary Range: $93,000.00 - $153,500.00The 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.GoTo’s flexible-work software – including GoTo Connect, GoTo Resolve, Rescue, Central, and more – is built for small and medium-sized business IT departments, but powerful enough for the enterprise. By building its secure, easy-to-use software, GoTo is committed to ensuring the time at work is well-spent so that time outside of work is better spent. With over 3,000 global employees and over $1 billion in annual revenue, the remote-centric company’s physical headquarters is in Boston, Massachusetts, with additional offices and thousands of home offices in North America, South America, Europe, Asia, Australia, and beyond.GoTo, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. GoTo, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.