Customer Implementation Manager (APAC) @Gorgias

Overview

The Customer Implementation Manager role at Gorgias focuses on managing the onboarding process for customers from sales handover to configuration, training, and activation. Gorgias builds a unified AI agent aimed at enhancing ecommerce experiences through conversational commerce.

Key Responsibilities

• Conduct implementation and optimization sessions for new and cross-sold customers to drive adoption and usage of Helpdesk and AI Agent products.
• Utilize a consultative approach to customize solutions for customers aligned with their specific needs and goals.
• Enhance the activation ratio and reduce time to activation through a white-glove onboarding experience.
• Establish trust with customers by demonstrating expert product knowledge and sharing best practices.
• Act as a primary liaison between customers and internal teams, ensuring seamless communication throughout the onboarding process.
• Document customer interactions and feedback to improve onboarding and overall customer experience.
• Analyze e-commerce customer data to optimize support strategies with the AI Agent product.
• Manage project timelines effectively, setting clear milestones with customers.
• Proactively identify and mitigate roadblocks to expedite customer launches on Gorgias.

Requirements

• 2-3+ years of experience in SaaS as an implementation manager with a proven track record in post-sales adoption and activation.
• 2-3+ years of experience in consultancy and project management, crafting timelines for merchant activation.
• Excellent communication skills with strong attention to detail.
• Ability to manage up to 30 accounts simultaneously while providing tailored support.
• Adaptability and quick learning abilities in an evolving onboarding process.
• Passion for relationship building and maintaining engagement with customers.
• Interest in AI and automation technologies, with comfort in configuring AI tools.

Benefits

Details about the benefits available to the employees are not specified in the listing.

Location

This is a remote position primarily targeting candidates within the APAC region.

How to Apply

Interested candidates can apply through the company’s career page.

Deadline

No specific deadline is mentioned.