Gorgias

Customer Implementation Manager – APAC

Gorgias

full-time

Posted on:

Location Type: Remote

Location: Australia

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Salary

💰 A$115,000 - A$126,000 per year

About the role

  • Manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation.
  • Conduct in-depth implementation and optimization sessions for new and cross sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent 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 AI Agent 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 AI Agent 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.

Requirements

  • 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation, demonstrating a successful track record.
  • 2-3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.
  • Excellent communication, interpersonal, follow-up, and attention to detail skills.
  • Proficient in concurrently managing up to 30 accounts at a given time, adept at tailoring support to meet the diverse needs of both small and large merchants.
  • 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.
  • Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption and mitigating churn.
  • Demonstrated passion for continuous learning and personal growth.
  • Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI tools, discussing automation strategy with merchants, and learning new AI capabilities quickly.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
SaaSimplementation managementproject managementcustomer data analysisAI tools configurationautomation strategycustomer onboardingproduct adoptione-commerceactivation strategies
Soft Skills
communicationinterpersonal skillsattention to detailadaptabilityrelationship buildingengagementproblem-solvingquick learningpassion for continuous learningcustomer support