Customer Implementation Manager

Gorgias·Remote(Belgrade)

Project Management

Excel

WFA Digital Insight

As conversational commerce takes center stage, the demand for skilled implementation managers has skyrocketed. With more businesses shifting online, companies like Gorgias are driving the future of ecommerce. As a Customer Implementation Manager, you'll be at the forefront of this revolution, helping merchants unlock the full potential of AI-driven support tools. In a market where customer experience is key, professionals with expertise in implementation and onboarding are in high demand. In fact, the need for specialized customer support solutions grew by over 25% in the last year alone. Before applying, consider how your skills in project management, customer relations, and technical expertise can help drive success in this critical role.

Job Description

About the Role

The Customer Implementation Manager role at Gorgias is pivotal in ensuring a seamless and successful start for every customer's journey with our products. This involves delivering a white-glove service and expert guidance to our customers, cultivating a heightened proficiency in product knowledge, and adopting a strategic implementation approach. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and AI Agent.

As the first point of contact post-sales, you will manage all aspects of customer relations, contributing to the sustained growth and satisfaction of businesses leveraging Gorgias solutions. Your role will be instrumental in managing the entire onboarding process for your book of business, from sales handover through configuration, training, and activation.

Gorgias is a leader in conversational commerce, building a unified AI agent that sells, supports, and re-engages customers across the entire journey. By combining deep product expertise with the latest in AI, we're making shopping feel more natural, human, and connected than ever before.

What You Will Do

Conduct in-depth implementation and optimization sessions for new and cross-sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.
Build customized solutions on behalf of the customer, utilizing a consultative approach to 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 AI Agent 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 ecommerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.
Drive project timelines through clear milestone setting with the customer, ensuring successful project delivery.

What We Are Looking For

Adept professional with a consultative mindset and a strategic approach to onboarding.
Proficiency in Excel, with the ability to analyze and interpret customer data.
Experience in managing the entire onboarding process for customers, from sales handover to activation.
Ability to build strong relationships with customers, demonstrating expert knowledge of products and driving value-driven adoption.
Strategic thinker with excellent problem-solving skills, able to tailor solutions to customer needs.
Excellent communication and project management skills, with the ability to manage multiple projects simultaneously.
Ability to work in a fast-paced environment, prioritizing tasks and meeting deadlines.
Experience in the ecommerce or customer support industry, with knowledge of AI-powered solutions.

Nice to Have

Experience with AI-powered customer support tools.
Knowledge of project management methodologies and tools.
Certification in customer support or a related field.
Experience working in a remote team environment.

Benefits and Perks

Competitive compensation package.
Opportunity to work with a leading company in conversational commerce.
Remote work arrangement, with the flexibility to work from anywhere.
Professional development opportunities, with access to training and resources.
Collaboration with a talented team of professionals passionate about AI and customer support.
Access to the latest tools and technologies in the industry.
Comprehensive benefits package, including health insurance and retirement planning.
Generous PTO policy, with paid holidays and vacation time.

How to Stand Out

Tip: Develop a strong understanding of AI-powered customer support tools and their applications in ecommerce.
Ensure you have proficiency in Excel, as well as experience with data analysis and interpretation.
Prepare to discuss your approach to onboarding and customer relations, highlighting your consultative mindset and strategic thinking.
Be ready to provide examples of successful project deliveries and customer success stories from your previous experience.
Consider highlighting any experience you have working with remote teams or managing multiple projects simultaneously.
Tip: Familiarize yourself with Gorgias' products and mission, demonstrating your passion for conversational commerce and customer support.
When discussing salary, be prepared to provide your expected range based on your experience and industry standards.

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