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.

***** Please ensure to submit your application in English for the team to review*****

About the Team

🚀 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 onboarding 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 Automate.

🌟 Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.

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.

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 and a strategic approach to onboarding.

What You’ll Do

• Conduct in-depth onboarding and optimisation sessions for new customers, tailoring the experience to drive adoption and usage of our Helpdesk and Automate 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 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.
• 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, demonstrating as successful track record. E-commerce experience is a plus!
• Language Skills: Proficiency in English is required.
• 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.
• Work Approach: Proficient in concurrently managing up to 50 accounts, adept at tailoring support to meet the diverse needs of both small and large 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 and driving engagement and product adoption.
• Passion for Learning: Demonstrated passion for continuous learning and personal growth.

Your Perks & Benefits:

• 🏖️ 5-week vacation
• 🤕 Paid sick leave (15 days)
• 🌏 6 weeks full-remote/year
• 🧸 Paid parental leave (16 Weeks)
• 🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)
• 🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs
• 💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)
• 📚 Get $2000 of learning material and wellness support per year! 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!

Why join us?

🚀 We're among the fastest-growing startups in the eCommerce ecosystem

🦄 We've built an extremely efficient go-to-market engine

🥇 Work with a talented team you'll learn a lot from

🙏 Join a company where automation and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun! 

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