Customer Implementation Manager

About the Team Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue‑generating on‑site campaigns. As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation. Join us in our mission to deliver effortless support at every stage of growth. 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 to configuration to training. 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 Automate. 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 onboarding and optimisation sessions for new customers, tailoring the experience to drive adoption and usage of our Helpdesk and Automate products. Build on behalf of the customer, utilizing a consultative approach to customise 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 Automate 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. Analyse and interpret e‑commerce customer data, providing valuable insights to optimise support strategies using the Automate 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 : 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. Language Skills : Proficiency in English is required. Consultancy and Project Management : 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. Work Approach : Proficient in concurrently managing up to 50 accounts, 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. Your Perks & Benefits 5‑week vacation Paid sick leave 6 weeks full remote/year Paid parental leave MacBook Pro We provide private health insurance Monthly lunch stipend of $300 gross added to your salary Get up to €700 (gross) to set up your workstation at home (added to your first pay) #J-18808-Ljbffr