Customer Implementation Manager

About the Role

The Customer Implementation Team plays a vital role in the overall success of Gorgias' products, influencing customer adoption, usage, and retention. As the first point of contact for customers post-sales, you will be instrumental in building trust, demonstrating product expertise, and driving value-driven adoption. Your work will have a direct impact on the growth and satisfaction of businesses leveraging Gorgias solutions.

In this role, you will work closely with internal teams, including sales, product, and support, to ensure seamless communication and support throughout the onboarding process. You will also have the opportunity to contribute to the continuous improvement of the onboarding experience, leveraging customer feedback and data to drive insights and optimize support strategies.

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 Helpdesk and AI Agent products.
• Build customized solutions on behalf of customers, 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 Gorgias' 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 onboarding and adoption.
• Collaborate with internal teams to identify areas for process improvement, implementing changes to optimize the onboarding experience.
• Stay up-to-date with industry trends, product updates, and best practices, applying this knowledge to drive innovation and excellence in the onboarding process.

What We Are Looking For

• 3+ years of experience in a customer-facing role, preferably in a SaaS or ecommerce environment.
• Proven track record of delivering exceptional customer experiences, driving adoption, and building long-term relationships.
• Strong technical skills, with experience working with AI-powered solutions, helpdesk software, or similar technologies.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• Strategic thinking and problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
• Experience working with data analytics tools, with the ability to interpret and apply insights to drive business outcomes.
• Strong project management skills, with the ability to prioritize tasks, set milestones, and drive projects to completion.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
• Strong knowledge of ecommerce platforms, with experience working with merchants or businesses in the ecommerce space.

Nice to Have

• Experience working with Excel, with advanced skills in data analysis and visualization.
• Knowledge of AI-powered solutions, with experience working with machine learning algorithms or natural language processing.
• Experience working in a remote or distributed team environment, with the ability to collaborate effectively with colleagues across different time zones.
• Certification in a relevant field, such as customer success, sales, or marketing.
• Experience working with CRM software, with the ability to manage customer interactions and data effectively.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a fast-growing, innovative company in the ecommerce space.
• Collaborative, dynamic work environment with a team of experienced professionals.
• Professional development opportunities, with access to training, mentorship, and career growth.
• Flexible working hours, with the ability to work remotely or from our Toronto office.
• Access to the latest technologies and tools, with the ability to experiment and innovate.
• Comprehensive health and wellness package, with access to mental health support and employee assistance programs.
• Generous paid time off policy, with the ability to take time off to recharge and pursue personal interests.

• Develop a strong understanding of AI-powered solutions, including machine learning algorithms and natural language processing, to drive innovation and excellence in the onboarding process.
• Build a portfolio of case studies or success stories, showcasing your ability to drive adoption, build long-term relationships, and deliver exceptional customer experiences.
• Stay up-to-date with industry trends, product updates, and best practices, applying this knowledge to drive innovation and excellence in the onboarding process.
• Practice your consultative skills, focusing on active listening, strategic thinking, and creative problem-solving to drive value-driven adoption and achieve key business results.
• Prepare to discuss your experience working with data analytics tools, including your ability to interpret and apply insights to drive business outcomes.
• Be prepared to provide specific examples of your experience working in a customer-facing role, including your ability to build trust, demonstrate product expertise, and drive value-driven adoption.
• Research Gorgias' products and services, including Helpdesk and AI Agent, to demonstrate your understanding of the company's mission and vision.