SMB On-boarding Specialist

Job description

Where you’ll work: Guatemala City, GU, GT Customer Care & Success at GoTo At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience. Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products. Your Day to Day As an SMB Project Manager , you will be working on: Client Onboarding & Implementation — You will manage multiple concurrent SMB onboarding projects (1–50 seats) from kickoff through go-live, ensuring projects are delivered on time, within SLA, and with a seamless client experience. Client Leadership & Training — You will serve as the primary point of contact for clients, leading kickoff calls, coordinating meetings via Microsoft Bookings, delivering hands-on training sessions, and confidently guiding small business owners through both technical and business-related discussions. Technical Setup & Troubleshooting — You will conduct pre-installation network surveys, assist with network configuration, perform basic troubleshooting, test and verify network stability prior to launch, and proactively identify and mitigate risks throughout the project lifecycle. Project Coordination & Documentation — You will maintain accurate project tracking, document progress, manage scheduling, provide white-glove billing and support experiences, and ensure high attention to detail across all client interactions. What We’re Looking For As an SMB Project Manager , your background will look like: 2+ years of experience in Customer Service, Project Management, Client Onboarding, or a related client-facing role Experience managing multiple concurrent projects in a fast-paced, deadline-driven environment Strong verbal and written English communication skills with the ability to confidently lead client-facing calls and training sessions (B2 level or above) Hands-on experience with basic technical troubleshooting and network/router knowledge Experience using scheduling tools such as Microsoft Bookings, Calendly, or similar platforms *** For internal candidates: Excellent performance in the past three months No active or past action or development plan Minimum of 1 year tenure in the current role What We Offer At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team: · Comprehensive health benefits · Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days · Tuition reimbursement and access to instructor-led and on-demand learning and development programs · The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching · Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day. Specific benefits and offerings may vary by country in line with local regulations and market practices. 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.