Gorgias

Customer Implementation Manager

Gorgias

full-time

Posted on:

Location Type: Hybrid

Location: Belgrade • 🇷🇸 Serbia

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Salary

💰 €35,000 - €38,000 per year

Job Level

JuniorMid-Level

About the role

  • Conduct in-depth onboarding and optimization sessions for new customers, tailoring the experience to drive adoption and usage of our 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.

Requirements

  • 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!
  • Proficiency in English is required.
  • 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 50 accounts, 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 mitigating churn and driving engagement and product adoption.
  • Demonstrated passion for continuous learning and personal growth.
Benefits
  • 5-week vacation
  • Paid sick leave
  • 6 weeks full remote/year
  • Paid parental leave (16 weeks)
  • MacBook Pro
  • Personal credit card to buy lunches
  • Get up to €700 to set up your workstation at home
  • Get up to €1500 of learning material support per year (such as books, courses, and individual coaching sessions) directly linked to your job scope.
  • 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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaSproject managemente-commercedata analysiscustomer onboardingcustomer experience optimizationactivation strategiesconsultative approachsolution customizationfeedback documentation
Soft skills
communicationinterpersonal skillsattention to detailadaptabilityrelationship buildingproblem-solvingtime managementcustomer engagementpassion for learningfollow-up