Customer Onboarding Manager

6 months ago

Toronto, Canada Gorgias Full time

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.

We’re still growing fast and looking for new teammates who want to grow with us.

**About the Team**:
As the Customer Onboarding Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover to configuration to training, ensuring customers roll out the platform as quickly as possible.

The goal is to increase the rate in which we onboard customers by providing high-quality support and guidance to our customers. You want to help companies launch quickly and effectively on Gorgias by showcasing the value of the product.

**What You’ll Do**:

- Drive the activation ratio and time to activation by providing high-quality support, guidance, and on-boarding for all our products
- Spot and reduce churn and drive decreased time to value through the on-boarding and activation stages, helping companies launch quickly and effectively on Gorgias by proactively identifying and alleviating any roadblocks
- Help customers setup and create processes and systems, and get launched on the platform
- Provide customer support

**Who You Are**:

- 3+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus
- Speaking French would be a major plus
- You have excellent communication and interpersonal skills, follow-up skills and attention to detail
- You have a highly structured work approach, ability to manage multiple activities in parallel
- You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats
- You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals
- Passion for learning You want to grow and improve every day

**Perks and Benefits**:

- 4-week vacation (We follow each country's appropriate PTO Laws)
- Paid sick leave
- Paid parental leave (16 weeks)
- MacBook Pro
- Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
- We provide private health insurance and retirement pension
- For a smooth onboarding, we invite you to the closest office to your location for one week (flights and accommodation are handled by Gorgias).
- Get up to $900 CAD to set up your workstation at home (working from home should feel breezy)
- Get up to $2600 CAD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching)
- Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people)

**Why join us?**:
We're among the fastest-growing startups in the eCommerce ecosystem

We've built an extremely efficient go-to-market engine

Work with a talented team you'll learn a lot from

Join a company where automation and good & clean data are core beliefs shared by all

Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun

**More cool things to know about Gorgias...**:

- Raised our Series C for $30M in 2022: TechCrunch Article
- We went from 0 to 10,000+ merchants using our platform since 2016
- We have a 4.7 rating on Glassdoor & 4.7 Comparably culture score
- Discover the Gorgias Platform
- Learn about our Compensation Policy

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