Customer Implementation Manager, Commercial @Gorgias

Overview

The Customer Implementation Manager at Gorgias will oversee the entire onboarding process for clients, ensuring a seamless experience from sales handover to product activation. The role emphasizes building strong customer relationships and demonstrating the value of Gorgias' products, including Helpdesk and AI Agent.

Key Responsibilities

• Conduct in-depth discovery and implementation sessions tailored to the customer's needs.
• Utilize a consultative approach to customize solutions and drive adoption of Helpdesk and AI Agent products.
• Design AI Agent adoption roadmaps and support automation rollouts.
• Provide expert guidance on product configuration and drive a white-glove experience.
• Establish trust through product expertise and effective communication of business impacts.
• Act as the primary liaison for customers, ensuring seamless communication across teams.
• Manage ecommerce integrations and troubleshoot proactively with technical resources.
• Document customer interactions and insights to improve future implementations.
• Identify and mitigate roadblocks, coaching peers through shared learnings.
• Leverage AI tools to enhance discovery and documentation processes.

Requirements

• 3–5+ years of experience in a SaaS implementation or post-sales role, particularly in ecommerce.
• Experience in project management, with a track record of managing multiple accounts effectively.
• Exceptional communication skills with the ability to create compelling narratives for executive audiences.
• Technical curiosity regarding ecommerce platforms and integration processes.
• Passion for AI and technology in customer support, with a willingness to learn quickly.
• Ability to build and maintain strong relationships focused on engagement and product adoption.
• Bilingual French is a plus, but not required.

Benefits

Gorgias offers access to premium AI tools, an annual learning and development budget, and an inclusive environment that prioritizes diversity and innovation.

Location

This role is remote, based in Belgrade, Serbia.

How to Apply

For more details and to apply, please visit Gorgias's career page.

Deadline

No specific deadline mentioned.