Customer Implementation Manager

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Role

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 to configuration to training. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage, particularly for enterprise-level accounts with complex needs. You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and Automate. The perfect fit for this role is an adept professional with a consultative mindset, a strategic approach to onboarding, and the expertise to handle enterprise-level accounts with an ARR upwards of $50K, involving long-term projects and multiple stakeholders.

What You’ll Do

• Conduct in-depth onboarding and optimization sessions for new customers, tailoring the experience to drive adoption and usage of our Helpdesk and Automate products, with a focus on large enterprise clients.
• 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 Automate 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, especially for projects involving multiple stakeholders.
• 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 Automate 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.

Who You Are

• Experience: 3+ years in SaaS as an implementation manager driving post-sales adoption and activation, with a proven track record of success in managing enterprise-level accounts. Experience with accounts having ARR upwards of $50K and handling complex projects is highly preferred. E-commerce experience is a plus!
• Enterprise Account Management: Demonstrated experience in managing complex, multi-stakeholder onboarding projects, ensuring alignment of goals and delivering a tailored onboarding experience for large organizations.
• Language Skills: Proficiency in English is required. Fluency in French is a significant advantage.
• Consultancy and Project Management: 3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.
• Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills, with the ability to navigate complex organizational dynamics and stakeholder relationships.
• Work Approach: Proficient in concurrently managing up to 25 accounts, with a strong capability to tailor support to meet the diverse needs of both enterprise merchants.
• Adaptability and Learning Agility: 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.
• Relationship Building: Passionate about building and maintaining relationships, with a focus on mitigating churn, driving engagement, and ensuring product adoption across multiple levels of enterprise organizations.
• Passion for Learning: Demonstrated passion for continuous learning and personal growth.

Perks and Benefits:

• 🏖️ 5-week vacation
• 🤕 Paid sick leave (15 days)
• 🌏 6 weeks full remote/year
• 🧸 Paid parental leave (16 weeks)
• 🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)
• 🏥 We provide private health insurance and retirement pension
• 💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)
• 📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
• 🥰 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!

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️
• We went from 0 to 15,000+ merchants using our platform since 2016
• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score
• What our customers are saying: apps.shopify.com/helpdesk#reviews
• Other positions: gorgias.com/about-us/jobs
• Discover the Gorgias Platform
• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgiasis committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com