Customer Implementation Manager (APAC)

Job description

**We believe conversations will become the #1 way to shop.** At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - **Quality:** conversations that feel authentic and on-brand. - **Experience:** effortless shopping from chat to checkout. - **Re-engagement:** personal, 1-1 dialogue instead of noisy marketing. 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. ## **About the Team** 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 implementation 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 AI Agent. Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. As AI becomes central to how merchants support their customers, we're at the forefront of helping businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions. ## **About the Role** 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 through configuration, training, and activation. 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 AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding. ## **What You’ll Do** - Conduct in-depth implementation and optimization sessions for new and cross sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent 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 AI Agent 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 AI Agent 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. - Partner with sales in the pre-sales stage: run tailored demos of Helpdesk and AI Agent mapped to the merchant's support workflows, and configure sandbox environments that demonstrate real-world use cases. - Own proof-of-concept engagements for strategic and enterprise prospects, defining success criteria up front and driving them to a clear go/no-go decision. ## **Who You Are** - **Experience:** 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation, demonstrating a successful track record. E-commerce experience is a plus! - **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. - **Proactive Work Approach:** Proficient in concurrently managing up to 30 accounts at a given time, adept at tailoring support to meet the diverse needs of both small and large merchants. You are a self-starter; you will be provided with a lot of autonomy in this role. - **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 driving engagement, product adoption and mitigating churn. - **Pre-sales instincts**: comfortable stepping into sales conversations to run discovery and demos, and able to translate a merchant's pain points into a concrete solution design on the spot. - **Passion for Learning:** Demonstrated passion for continuous learning and personal growth. - **AI & Automation Mindset:** Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI tools, discussing automation strategy with merchants, and learning new AI capabilities quickly. **AI at Gorgias** At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones. The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions. We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. **AI use in Recruiting at Gorgias** By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our [Applicant Privacy Policy](https://www.gorgias.com/legal/applicant-privacy-policy). **Diversity & Inclusion at Gorgias** We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making. If you need accommodations during the application or interview process, please contact us at [accommodation@gorgias.com](mailto:accommodation@gorgias.com).