Customer Implementation Manager – APAC

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

📋 Description

• Oversee the complete onboarding journey for your designated book of business, from the sales handover through to configuration, training, and activation.

• Facilitate comprehensive implementation and optimization sessions for new and existing customers, customizing the experience to enhance adoption and usage of our Helpdesk and AI Agent products.

• Develop tailored solutions for customers using a consultative approach that aligns with their unique needs and objectives.

• Enhance the activation rate and minimize the time to activation by providing a premium onboarding experience for Helpdesk and AI Agent products.

• Build trust with customers by exhibiting in-depth knowledge of our products, sharing best practices, and promoting value-driven adoption to achieve significant business outcomes.

• Serve as the main point of contact between customers and internal teams, ensuring smooth communication and support during the onboarding process.

• Carefully document customer interactions and feedback, utilizing this information to continuously enhance the onboarding and overall customer experience.

• Analyze and interpret e-commerce customer data, offering valuable insights to refine support strategies utilizing the AI Agent product.

• Manage project timelines through clear milestone establishment with the customer, ensuring effective project management throughout the onboarding phase.

• Proactively identify and address potential obstacles to minimize time to value, aiding companies in launching quickly and effectively on Gorgias.

⛳️ Requirements

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

• 2-3+ years of experience in crafting and managing project timelines designed to boost activation among merchants, including strategic recommendations and actionable insights.

• Exceptional communication, interpersonal, follow-up, and attention to detail abilities.

• Skilled in managing up to 30 accounts simultaneously, capable of customizing support to address the varied needs of both small and large merchants.

• Adapts well in a dynamic onboarding environment, displaying flexibility to change, quick learning, and the ability to stay current with new product developments and process modifications.

• Committed to fostering and nurturing relationships, with a strong emphasis on driving engagement, product adoption, and reducing churn.

• Exhibits a genuine passion for continuous learning and personal development.

• Enthusiastic about technology, automation, and the future of AI in customer support, comfortable with configuring AI tools, discussing automation strategies with merchants, and quickly acquiring new AI capabilities.

🏝️ Benefits

• Offers Equity