Customer Implementation Manager – APAC

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee the comprehensive onboarding process for a designated portfolio from sales transition through configuration, training, and activation.

• Facilitate detailed implementation and optimization sessions for both new and cross-sold clients.

• Tailor Helpdesk and AI Agent solutions to meet the specific needs and objectives of customers using a consultative methodology.

• Enhance activation rates and minimize activation time through personalized onboarding experiences.

• Showcase product knowledge, share best practices, and promote value-driven adoption.

• Serve as the primary point of contact between customers and internal teams throughout the onboarding journey.

• Record customer interactions and feedback to enhance both onboarding and overall customer experience.

• Analyze and interpret e-commerce customer data to refine support strategies utilizing AI Agent.

• Set project milestones and oversee timelines.

• Identify and address obstacles to decrease time to value and expedite launches on Gorgias.

⛳️ Requirements

• 2-3+ years of experience in SaaS as an implementation manager focusing on post-sales adoption and activation.

• Proven history in implementation management.

• 2-3+ years of experience in creating and managing project timelines to improve merchant activation.

• Ability to provide strategic recommendations and actionable insights.

• Strong communication, interpersonal, follow-up, and attention to detail skills.

• Capacity to manage up to 30 accounts simultaneously.

• Capability to customize support for both small and large merchants.

• Self-motivated individual capable of working with a high degree of autonomy.

• Flexibility to adapt to changing onboarding processes, product advancements, and procedural updates.

• Enthusiasm for fostering and nurturing customer relationships, promoting engagement and product adoption, while reducing churn.

• Commitment to continuous learning and personal development.

• Interest in technology, automation, and AI in customer support.

• Proficiency in configuring AI tools and discussing automation strategies with merchants.

• Legally authorized to work in the specified job location.

• Comfort with fully remote work.

🏝️ Benefits

• Equity.

• Access to premium AI tools (ChatGPT, Claude, Granola, and others).

• Annual learning and development budget.

• Inclusive work environment.

• Accommodations provided during the application or interview process.