Enterprise Customer Implementation Manager

Gorgias•Toronto, ON

1d•CA$123,000 - CA$136,000•Remote

About The Position

The Enterprise Customer Implementation Team at Gorgias works with our highest GMV merchants. Each implementation is truly custom based on the merchant’s business processes, procedures, and workflows. The team is successful when launches occur on time and merchants are promoters of Gorgias at the end of their implementation - excited to continue their customer journey with us. Specifically, the team is responsible for both Helpdesk and AI Agent adoption and custom implementations. As AI becomes central to how merchants support their customers, we’re at the forefront of helping our largest, most complex businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. As an Enterprise Implementation Manager you work with every merchant in your book of business from pre-sales discovery calls through launch, making sure every item identified in the launch plan is released and the merchant is satisfied. The milestones of a launch include: understanding early what the merchant needs before they become a customer migrating the merchant’s data to Gorgias project managing custom builds and integrations to completion working cross-functionally with the technical solutions team driving product adoption and AI Agent automation rate to 50%+ within 2 months of launch

Requirements

3+ years with Implementations or similar experience within SaaS, with at least 3 years’ experience working directly with Enterprise clients, understanding enterprise merchants and the level of service needed.
Have experience driving discovery in the sales cycle, doing technical implementations, and ensuring successful launches through project plans and organization.
3+ years of experience crafting and overseeing complex, multi-workstream project timelines tailored to enhance activation among enterprise merchants.
You bring an assertive presence to drive timelines - proactively setting milestones, holding both internal and merchant stakeholders accountable, and keeping launches on track - while encompassing strategic recommendations and actionable suggestions.
Have hacked solutions yourself or see a path to success with cross-functional engineering support.
Comfortable configuring AI Agents and familiar with data migrations, APIs, integrations, and custom builds.
Excellent communication, interpersonal, follow-up, and attention to detail skills.
Proficient in concurrently managing up to 20 accounts and projects.
Adept at tailoring support to meet the diverse needs of both small and large merchants.
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 mitigating churn and driving engagement and product adoption.
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 enterprise merchants, and learning new AI capabilities quickly.

Responsibilities

Drive each of your merchants to a successful launch, supporting them from the sales journey through post-launch
Build an organized work-back schedule and timeline covering all key items needed to bring the merchant live, building trust and gaining buy-in early
Project manage cross-functional partners and workstreams to ensure successful go-live dates, such as custom builds (e.g., custom AI Agent actions, integrations)
Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.
Truly understand each of your merchants and their business needs by doing deep discovery in working sessions, mapping out business processes, and designing creative solutions tailored to their business
Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results
Document customer interactions and feedback meticulously, leveraging this data to continuously improve the product and overall customer experience
Conduct in-depth AI Agent implementation and optimization sessions, tailoring the configuration to drive automation rate and measurable business outcomes for each enterprise merchant
QA AI Agent responses and iterate on prompts and guidance to tune performance over time
Analyze and interpret each merchant’s e-commerce and support data to shape their automation strategy and continuously optimize AI Agent performance post-launch
Bring an assertive, executive presence to drive timelines - setting clear milestones, holding cross-functional partners and merchant stakeholders accountable, and removing roadblocks to protect go-live dates
Act as the primary liaison between the customer and internal teams, ensuring seamless communication and support throughout onboarding
Align executive stakeholders and build a mutual success plan to keep enterprise launches on track
Be an expert at Gorgias products and functionality always bringing a consultative approach

Benefits

5-week vacation (We follow each country's appropriate PTO Laws)
Paid sick leave
Paid parental leave (16 weeks)
MacBook Air
Health insurance with Sunlife
RRSP matching with Wealthsimple
Up to $900 CAD to set up your workstation at home
Up to $2600 CAD 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!