Customer Implementation Manager, Gorgias
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- The perfect fit for this role is an adept professional with a consultative mindset, a strategic approach to onboarding, and the expertise to handle enterprise-level accounts with an ARR upwards of $50K, involving long-term projects and multiple stakeholders
- Experience: 3+ years in SaaS as an implementation manager driving post-sales adoption and activation, with a proven track record of success in managing enterprise-level accounts
- Experience with accounts having ARR upwards of $50K and handling complex projects is highly preferred. E-commerce experience is a plus!
- Enterprise Account Management: Demonstrated experience in managing complex, multi-stakeholder onboarding projects, ensuring alignment of goals and delivering a tailored onboarding experience for large organizations
- Language Skills: Proficiency in English is required. Fluency in French is a significant advantage
- Consultancy and Project Management: 3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions
- Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills, with the ability to navigate complex organizational dynamics and stakeholder relationships
- Work Approach: Proficient in concurrently managing up to 25 accounts, with a strong capability to tailor support to meet the diverse needs of both enterprise merchants
- 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
- Relationship Building: Passionate about building and maintaining relationships, with a focus on mitigating churn, driving engagement, and ensuring product adoption across multiple levels of enterprise organizations
- Passion for Learning: Demonstrated passion for continuous learning and personal growth
What the job involves
- As 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, particularly for enterprise-level accounts with complex needs
- You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and Automate
- Conduct in-depth onboarding and optimization sessions for new customers, tailoring the experience to drive adoption and usage of our Helpdesk and Automate products, with a focus on large enterprise clients
- 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, especially for projects involving multiple stakeholders
- 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
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 10,000 stores, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company values
- Maximise your impact
- Customer first
- Be 100% honest
- Strive for excellence
- Take EXTREME ownership
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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