Original listing text, shown exactly as published by the company.
About the Role
As the Customer Implementation Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage.
You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding.
What You’ll 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 on behalf of the customer, utilizing a consultative approach to customize solutions that 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 e-commerce 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 effective project management throughout the onboarding process.
- Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.
Who You Are
- Experience: 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation, demonstrating a successful track record. E-commerce experience is a plus!
- Consultancy and Project Management: 2-3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.
- Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills.
- Proactive Work Approach: Proficient in concurrently managing up to 30 accounts at a given time, adept at tailoring support to meet the diverse needs of both small and large merchants. You are a self-starter; you will be provided with a lot of autonomy in this role.
- Adaptability and Learning Agility: Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.
- Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption and mitigating churn.
- Passion for Learning: Demonstrated passion for continuous learning and personal growth.
- AI & Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI tools, discussing automation strategy with merchants, and learning new AI capabilities quickly.
