Customer Implementation Manager (APAC)

Gorgias·Remote(Sydney)
Project Management
Excel

WFA Digital Insight

As the demand for conversational commerce solutions continues to grow, companies like Gorgias are at the forefront of innovation. With the market for AI-powered customer support expected to reach new heights, professionals with expertise in implementation and onboarding are in high demand. Gorgias stands out for its commitment to delivering a seamless and personalized experience, making this role an exciting opportunity for those looking to make a meaningful impact. Candidates should be prepared to demonstrate their strategic approach to onboarding and their ability to drive adoption and usage of AI Agent and Helpdesk products.

Job Description

About the Role

The Customer Implementation Manager role at Gorgias is a pivotal position that oversees the entire onboarding process for customers. This involves managing all aspects of customer relations post-sales stage, from configuration and training to activation. As the first point of contact, this role is instrumental in providing a white-glove onboarding experience that showcases the value of Gorgias' flagship products, Helpdesk and AI Agent. The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey, and this role plays a key part in achieving that goal.

The team's primary objective is to elevate the onboarding experience by delivering expert guidance and cultivating a heightened proficiency in product knowledge. This involves engaging in consultative conversations and adopting a strategic implementation approach that extends beyond mere activation. By doing so, the team empowers companies to launch swiftly and effectively on Gorgias, driving customer adoption, usage, and retention.

As a Customer Implementation Manager, you will be working closely with customers to understand their specific needs and goals. You will utilize a consultative approach to customize solutions that align with their objectives, driving the activation ratio and reducing time to activation.

What You Will Do

  • Conduct in-depth implementation and optimization sessions for new and cross-sold customers
  • Build customized solutions on behalf of the customer, utilizing a consultative approach
  • Drive the activation ratio and reduce time to activation through a white-glove experience
  • Establish trust with customers by demonstrating expert knowledge of Gorgias' products
  • Act as the primary liaison between customers and internal teams, ensuring seamless communication and support
  • Document customer interactions and feedback, using 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
  • Drive project timelines through clear milestone setting with the customer
  • Collaborate with internal teams to identify areas for improvement and develop strategies for growth
  • Develop and maintain a deep understanding of Gorgias' products, including Helpdesk and AI Agent

What We Are Looking For

  • Adept professional with a consultative mindset and strategic approach to onboarding
  • Experience in managing the entire onboarding process, from sales handover to activation
  • Strong understanding of customer needs and goals, with the ability to tailor solutions accordingly
  • Expert knowledge of Gorgias' products, including Helpdesk and AI Agent
  • Experience with Excel and other data analysis tools
  • Strong communication and interpersonal skills, with the ability to build trust with customers
  • Strategic thinker with a focus on driving adoption and usage of Gorgias' products
  • Experience working in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects
  • Strong analytical skills, with the ability to analyze and interpret customer data

Nice to Have

  • Experience working in the e-commerce industry, with a focus on conversational commerce
  • Knowledge of AI-powered customer support solutions
  • Experience with project management tools and software
  • Certification in customer support or a related field

Benefits and Perks

  • Opportunity to work with a cutting-edge company that is leading the shift to conversational commerce
  • Collaborative and dynamic work environment
  • Professional development opportunities, with a focus on growth and advancement
  • Competitive compensation package
  • Flexible working hours and remote work options
  • Access to the latest tools and technologies in the industry
  • Opportunity to work with a talented and experienced team
  • Recognition and reward for outstanding performance

How to Stand Out

  • Develop a strong understanding of Gorgias' products, including Helpdesk and AI Agent, to demonstrate expertise and drive adoption and usage.
  • Showcase your consultative approach to onboarding, highlighting your ability to tailor solutions to customer needs and goals.
  • Be prepared to provide specific examples of your experience in managing the entire onboarding process, from sales handover to activation.
  • Highlight your analytical skills, including your ability to analyze and interpret customer data to optimize support strategies.
  • Emphasize your ability to build trust with customers and establish strong relationships, driving customer satisfaction and retention.
  • Prepare to discuss your experience with Excel and other data analysis tools, as well as your ability to drive project timelines and prioritize tasks.
  • Research the company culture and values, and be prepared to discuss how you align with Gorgias' mission and vision.

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