Customer Implementation Manager

Gorgias • Toronto, ON

13d • Remote

About The Position

The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic implementation approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and AI Agent. Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. As AI becomes central to how merchants support their customers, we're at the forefront of helping businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions. As the Customer Implementation Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage. You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding.

Requirements

• 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation, demonstrating a successful track record.
• 2-3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.
• Excellent communication, interpersonal, follow-up, and attention to detail skills.
• Proficient in concurrently managing up to 30 accounts at a given time, adept at tailoring support to meet the diverse needs of both small and large merchants.
• Self-starter; comfortable with a lot of autonomy.
• Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.
• Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption and mitigating churn.
• Demonstrated passion for continuous learning and personal growth.
• Passionate about technology, automation, and the future of AI in customer support.
• Comfortable configuring AI tools, discussing automation strategy with merchants, and learning new AI capabilities quickly.

Nice To Haves

• E-commerce experience

Responsibilities

• Conduct in-depth implementation and optimization sessions for new and cross sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.
• Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products.
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.
• Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.
• Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.
• Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

Benefits

• 5-week vacation (We follow each country's appropriate PTO Laws)
• Paid sick leave
• Paid parental leave (16 weeks)
• MacBook Air
• Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
• We provide private health insurance and retirement pension
• Get up to $700 USD to set up your workstation at home (working from home should feel breezy)
• Get up to $2000 USD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)
• Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees