Manager Implementation

Gorgias·Remote(Belgrade)
Other

WFA Digital Insight

As conversational commerce becomes a key driver of ecommerce growth, with demand for related specialists surging 25% in the past year, professionals with expertise in customer implementation and AI-driven solutions are in high demand. Gorgias, a pioneer in this space, is seeking a seasoned Manager Implementation to lead its customer onboarding efforts. With the company's focus on delivering seamless and personalized shopping experiences, this role offers a unique opportunity to shape the future of ecommerce. Before applying, candidates should be aware of the company's emphasis on quality, experience, and re-engagement, as well as its commitment to fostering a culture of innovation and customer-centricity.

Job Description

About the Role

The Manager Implementation role at Gorgias is a critical component of the company's customer success strategy. As a leader in conversational commerce, Gorgias is dedicated to delivering personalized and seamless shopping experiences to its customers. The Manager Implementation will be responsible for leading a team of Implementation Managers, overseeing the onboarding process for new customers, and driving the adoption of Gorgias' flagship products, Helpdesk and AI Agent.

The ideal candidate will have a deep understanding of customer implementation and onboarding processes, as well as experience with AI-driven solutions. They will be responsible for translating department strategy into clear team OKRs, coaching Implementation Managers through complex launches, and driving cross-functional projects to improve the overall customer experience.

The Manager Implementation will be part of a dynamic team that is passionate about delivering exceptional customer experiences. The company's mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, Gorgias is making shopping feel more natural, human, and connected than ever before.

What You Will Do

  • Lead and develop a team of Implementation Managers through regular 1:1s, coaching, and clear performance expectations
  • Set your team's OKRs and translate CX department strategy into actionable, measurable plans
  • Serve as the primary escalation point for complex onboarding challenges and at-risk customers
  • Lead implementation-related projects that have department-wide impact, such as tooling rollouts, process redesigns, and new product onboarding playbooks
  • Partner with Sales, Product, and CX peers to improve handoffs, readiness, and the overall customer experience
  • Own implementation velocity, enablement, and adoption metrics — and use data to continuously improve outcomes
  • Hire and onboard top-performing Implementation Managers, supporting their growth through the career ladder
  • Embed AI tools into your team's workflows as an AI Integration Champion, helping Implementation Managers work smarter and make better decisions

What We Are Looking For

  • 5+ years of experience in SaaS Customer Success, implementation, or professional services — ecommerce experience a plus
  • Proven people management skills, with experience driving performance against defined KPIs
  • Deep implementation fluency — you've done this work yourself and can step into a difficult onboarding to coach or course-correct in real-time
  • Strong project management instincts — you can hold multiple workstreams without losing the detail
  • Data-driven: comfortable with metrics, dashboards, and using insights to coach your team
  • Clear communication skills, with the ability to articulate complex ideas simply

Nice to Have

  • Experience with AI-driven solutions and conversational commerce platforms
  • Familiarity with sales and marketing automation tools
  • Certification in project management or a related field

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a pioneer in conversational commerce
  • Collaborative and dynamic work environment
  • Professional development and growth opportunities
  • Flexible work arrangements, including remote work options
  • Access to the latest tools and technologies in AI and customer success

How to Stand Out

  • Develop a strong understanding of conversational commerce and AI-driven solutions to stand out in the application process
  • Highlight your experience with customer implementation and onboarding processes, as well as your ability to lead cross-functional teams
  • Be prepared to discuss your approach to driving customer adoption and revenue growth through effective implementation strategies
  • Showcase your data-driven approach to decision-making and your ability to use metrics to coach and improve team performance
  • Research Gorgias' company culture and values to demonstrate your alignment with the organization's mission and vision
  • Prepare examples of your experience with project management tools and technologies, such as Asana, Trello, or Salesforce

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