Customer Implementation Manager, Gorgias
CA$121.8-134.6k
+ 0.001% – 0.008% Equity
The conversational AI platform for eCommerce
Be an early applicant
The conversational AI platform for eCommerce
501-1000 employees
Be an early applicant
CA$121.8-134.6k
+ 0.001% – 0.008% Equity
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Experience: 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!
- Language Skills: Proficiency in English is required. Fluency in French is a significant advantage
- Consultancy and Project Management: 2-3+ 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
- Work Approach: Proficient in concurrently managing up to 50 accounts, 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
What the job involves
- The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood
- Join us to make Conversational Commerce real
- The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products
- Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers
- This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic onboarding approach that extends beyond mere activation
- Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and Automate
- Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention
- By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions
- 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
- You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and Automate
- The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding
- Conduct in-depth onboarding and optimisation sessions for new customers, tailoring the experience to drive adoption and usage of our Helpdesk and Automate 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
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 15,000 brands, 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 at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(Co-Founder & CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(Co-Founder & CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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