Customer Implementation Manager, Gorgias

• Experience: 5+ years with Implementations or similar experience within SaaS, with at least 2 years’ experience working directly with Enterprise clients, understanding enterprise merchants and the level of service needed
• Have experience driving discovery in the sales cycle, doing technical implementations, and ensuring successful launches through project plans and organization
• Consultancy and Project Management: 5+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions
• Technical Experience: Have hacked solutions yourself or see a path to success with engineering x-functional support. Familiar with data migrations, custom solutions, and custom builds
• Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills
• Work Approach: Proficient in concurrently managing up to 20 accounts and projects. Adept at tailoring support to meet the diverse needs of both small and large 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 and driving engagement and product adoption
• Passion for Learning: Demonstrated passion for continuous learning and personal growth

Desirable

• As an Enterprise Implementation Manager you work with every merchant in your book of business from pre-sales discovery calls to post-launch date making sure every item identified in the launch plan is released and the merchant is satisfied
• Drive each of your merchants to a successful launch with Gorgias supporting them in the sales journey to post-launch
• Build an organized work back schedule and timeline understanding all key items needed to bring the merchant live; building trust and gain buy-in early with the merchant
• Project manage x-functional partners and workstreams to ensure successful go-live dates such as custom builds (ex: custom website, integrations et)
• Build and do on behalf of the customer setting up automate features, building helpcenters, performing data migrations, etc
• Truly understand each of your merchants and their business needs by going in person for discovery and working sessions, mapping out business processes, and thinking outside of the box for solutions that may work
• Meeting with merchants weekly sometimes bi-weekly and communicating quickly to needs via slack and other channels
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience
• Be an expert at Gorgias products and functionality always bringing a consultative approach
• The Enterprise Customer Implementation Team at Gorgias works with our highest GMV merchants
• Each implementation is truly custom based on the merchant’s business processes, procedures, and workflows
• The team is successful when launches occur on time and merchants are promoters of Gorgias at the end of their implementation - excited to continue their customer journey with us
• The milestones of a launch include:
• Understanding early what the merchant needs before they become a customer
• Migrating the merchant’s data to Gorgias
• Project managing custom builds and integrations to completion working x-functionally with the technical solutions team
• Driving product adoption including automation rate to 50%+ within 2 months of launch