We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.About the TeamThe Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customers 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 RoleAs 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<ul><li>Conduct in-depth onboarding and optimization sessions for new customers, tailoring the experience to drive adoption and usage of our products.</li><li>Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.</li><li>Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and Automate products.</li><li>Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.</li><li>Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.</li><li>Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.</li><li>Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the Automate product.</li><li>Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.</li><li>Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.</li></ul>Who You Are<ul><li>Experience: 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation, demonstrating as successful track record. E-commerce experience is a plus!</li><li>Language Skills: Proficiency in English is required.</li><li>Consultancy and Project Management: 2-3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.</li><li>Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills.</li><li>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.</li><li>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.</li><li>Relationship Building: Passionate about building and maintaining relationships, with a focus on mitigating churn and driving engagement and product adoption.</li><li>Passion for Learning: Demonstrated passion for continuous learning and personal growth.</li></ul><h2>Perks and Benefits</h2><ul><li>🏖️ 5-week vacation</li><li>🤕 Paid sick leave (15 days)</li><li>🌏 6 weeks full-remote/year</li><li>🧸 Paid parental leave (16 Weeks)</li><li>🍽️ $300/month for lunch expenses (youll have your own Gorgias credit card)</li><li>🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs</li><li>💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)</li><li>📚 Get $2000 of learning material and wellness support per year! Take advantage of these resources to grow in your role and prioritize your personal development and wellness.</li><li>🥰 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!</li></ul>AI use in Recruiting at Gorgias We use AI tools to assist in managing and assessing applications, with human oversight at every stage. Diversity &amp; Inclusion at Gorgias We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. 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 <a target="_blank" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>. Let’s grow together!

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