What are the responsibilities and job description for the Customer Implementation Manager position at Gorgias?
Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.
Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations - from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.
About the Team
The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic onboarding approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products : Helpdesk and Automate.
Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.
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 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 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.
- Analyze and interpret e-commerce customer data, providing valuable insights to optimize 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
Perks & Benefits
More cool things to know about Gorgias...
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!
