Customer Implementation Manager – APAC

🔥 0 minutes ago

🇦🇺 Australia – Remote

💵 A$135k - A$149k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🛠️ Implementation Specialist

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Gorgias

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛍️ eCommerce

☁️ SaaS

💰 $30M Series C on 2022-08

eCommerce • SaaS

Gorgias is a customer service platform tailored for ecommerce merchants, providing a unified support system across various channels including email, live chat, voice, and social media. Designed to enhance customer experience and operational efficiency, Gorgias integrates with platforms like Shopify, BigCommerce, and Magento, allowing over 10,000 merchants to deliver swift and effective customer support. Known for its innovative approach, the company emphasizes quick response times and a customer-centric philosophy.

📋 Description

• Manage the entire onboarding process for a book of business from sales handover through configuration, training, and activation • Conduct in-depth implementation and optimization sessions for new and cross-sold customers • Customize Helpdesk and AI Agent solutions to customers' needs and goals using a consultative approach • Drive activation ratio and reduce time to activation through white-glove onboarding • Demonstrate product expertise, share best practices, and drive value-based adoption • Act as primary liaison between customers and internal teams throughout onboarding • Document customer interactions and feedback to improve onboarding and customer experience • Analyze and interpret e-commerce customer data to optimize support strategies using AI Agent • Establish project milestones and manage timelines • Identify and mitigate roadblocks to reduce time to value and accelerate launches on Gorgias

🎯 Requirements

• 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation • Successful track record in implementation management • 2-3+ years of experience crafting and overseeing project timelines to enhance merchant activation • Strategic recommendations and actionable suggestions • Excellent communication, interpersonal, follow-up, and attention to detail skills • Ability to concurrently manage up to 30 accounts • Ability to tailor support for small and large merchants • Self-starter able to work with substantial autonomy • Adaptability to evolving onboarding processes, product developments, and process changes • Passion for building and maintaining customer relationships, driving engagement and product adoption, and mitigating churn • Passion for continuous learning and personal growth • Passion for technology, automation, and AI in customer support • Comfort configuring AI tools and discussing automation strategy with merchants • Legally authorized to work in the job location • Fully remote work comfort

🏖️ Benefits

• Equity • Premium AI tools (ChatGPT, Claude, Granola & others) • Annual L&D budget • Inclusive environment • Accommodations during the application or interview process