SMB On‑boarding Specialist – Client Implementation

About the role

We are looking for an SMB On‑boarding Specialist to join GoTo’s Customer Care & Success team in Guatemala City. You will guide small‑business clients through the onboarding journey, ensuring a smooth transition from kickoff to go‑live while delivering a high‑quality experience.

Key responsibilities

• Manage multiple concurrent SMB onboarding projects (1–50 seats) from kickoff through go‑live, meeting SLA and timeline commitments.
• Serve as primary client contact, lead kickoff calls, schedule meetings via Microsoft Bookings, and deliver hands‑on training sessions.
• Conduct pre‑installation network surveys, assist with network configuration, perform basic troubleshooting, and verify network stability before launch.
• Maintain accurate project tracking, documentation, scheduling, and provide white‑glove billing and support.

Required profile

• 2+ years experience in customer service, project management, client onboarding, or a similar client‑facing role.
• Strong verbal and written English communication (B2 level or higher) and confidence leading client calls and training.
• Hands‑on experience with basic technical troubleshooting and network/router knowledge.
• Familiarity with scheduling tools such as Microsoft Bookings, Calendly, or similar platforms.

Required skills

• Network troubleshooting
• Router configuration
• Microsoft Bookings
• Calendly

What we offer

• Comprehensive health benefits
• Generous paid time off, including holidays, volunteer days, quarterly self‑care days, and no‑meeting days
• Tuition reimbursement and access to instructor‑led and on‑demand learning programs
• Wellness program including confidential Employee Assistance Program, wellness app, and Thrive Global resources