Customer Implementation Manager

4 weeks ago

Toronto, Canada Gorgias Full time

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

The Enterprise Customer Implementation Team at Gorgias works with our highest GMV merchants. Each implementation is truly custom based on the merchant’s business processes, procedures, and workflows. The team is successful when launches occur on time and merchants are promoters of Gorgias at the end of their implementation - excited to continue their customer journey with us.

Specifically, the team is responsible for both Helpdesk and Automate adoption and custom implementations.

About the Role

As an Enterprise Implementation Manager you work with every merchant in your book of business from pre-sales discovery calls to post-launch date making sure every item identified in the launch plan is released and the merchant is satisfied. The milestones of a launch include:

  • understanding early what the merchant needs before they become a customer

  • migrating the merchant’s data to Gorgias

  • project managing custom builds and integrations to completion working x-functionally with the technical solutions team

  • driving product adoption including automation rate to 50%+ within 2 months of launch

What You’ll Do

  • Drive each of your merchants to a successful launch with Gorgias supporting them in the sales journey to post-launch

  • Build an organized work back schedule and timeline understanding all key items needed to bring the merchant live; building trust and gain buy-in early with the merchant

  • Project manage x-functional partners and workstreams to ensure successful go-live dates such as custom builds (ex: custom website, integrations et)

  • Build and do on behalf of the customer setting up automate features, building helpcenters, performing data migrations, etc

  • Truly understand each of your merchants and their business needs by going in person for discovery and working sessions, mapping out business processes, and thinking outside of the box for solutions that may work

  • Meeting with merchants weekly sometimes bi-weekly and communicating quickly to needs via slack and other channels

  • Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results

  • Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience

  • Be an expert at Gorgias products and functionality always bringing a consultative approach

Who You Are

  • Experience: 5+ years with Implementations or similar experience within SaaS, with at least 2 years’ experience working directly with Enterprise clients, understanding enterprise merchants and the level of service needed. Have experience driving discovery in the sales cycle, doing technical implementations, and ensuring successful launches through project plans and organization.

  • Consultancy and Project Management: 5+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.

  • Technical Experience: Have hacked solutions yourself or see a path to success with engineering x-functional support. Familiar with data migrations, custom solutions, and custom builds.

  • Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills.

  • Work Approach: Proficient in concurrently managing up to 20 accounts and projects. Adept at tailoring support to meet the diverse needs of both small and large merchants.

  • 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 mitigating churn and driving engagement and product adoption.

  • Passion for Learning: Demonstrated passion for continuous learning and personal growth.

Nice to have:

  • Experience in the AI or automation industry.

  • Consulting or strategy background.

  • Product operations/product adoption background.

Our Perks and Benefits

  • 5-week vacation

  • Paid sick leave (15 days)

  • 6 weeks full remote/year

  • Paid parental leave (16 weeks)

  • CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)

  • We provide private health insurance and retirement pension

  • Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)

  • Get up to CAD $2600 of learning material and wellness support per year This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

  • 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

More cool things to know about Gorgias...

  • Raised our Series C-2 for $29M in May 2024: Article Here

  • We went from 0 to 15,000+ merchants using our platform since 2016

  • We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

  • What our customers are saying: apps.shopify.com/helpdesk#reviews

  • Other positions: gorgias.com/about-us/jobs

  • Discover the Gorgias Platform

  • Learn about our Compensation Policy

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let’s grow together

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