[Hiring] Enterprise Customer Implementation Manager @Gorgias

Role Description

As an Enterprise Implementation Manager, you work with every merchant in your book of business from pre-sales discovery calls through launch, ensuring every item identified in the launch plan is released and the merchant is satisfied. 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 cross-functionally with the technical solutions team
• Driving product adoption and AI Agent automation rate to 50%+ within 2 months of launch

What You’ll Do:

• Drive each of your merchants to a successful launch, supporting them from the sales journey through post-launch
• Build an organized work-back schedule and timeline covering all key items needed to bring the merchant live, building trust and gaining buy-in early
• Project manage cross-functional partners and workstreams to ensure successful go-live dates, such as custom builds (e.g., custom AI Agent actions, integrations)
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals
• Truly understand each of your merchants and their business needs by doing deep discovery in working sessions, mapping out business processes, and designing creative solutions tailored to their business
• 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 product and overall customer experience
• Conduct in-depth AI Agent implementation and optimization sessions, tailoring the configuration to drive automation rate and measurable business outcomes for each enterprise merchant
• QA AI Agent responses and iterate on prompts and guidance to tune performance over time
• Analyze and interpret each merchant’s e-commerce and support data to shape their automation strategy and continuously optimize AI Agent performance post-launch
• Bring an assertive, executive presence to drive timelines - setting clear milestones, holding cross-functional partners and merchant stakeholders accountable, and removing roadblocks to protect go-live dates
• Act as the primary liaison between the customer and internal teams, ensuring seamless communication and support throughout onboarding
• Align executive stakeholders and build a mutual success plan to keep enterprise launches on track
• Be an expert at Gorgias products and functionality always bringing a consultative approach

Qualifications

• 3+ years with Implementations or similar experience within SaaS, with at least 3 years’ experience working directly with Enterprise clients
• Experience driving discovery in the sales cycle, doing technical implementations, and ensuring successful launches through project plans and organization
• 3+ years of experience crafting and overseeing complex, multi-workstream project timelines tailored to enhance activation among enterprise merchants
• Comfortable configuring AI Agents and familiar with data migrations, APIs, integrations, and custom builds
• Excellent communication, interpersonal, follow-up, and attention to detail skills
• Proficient in concurrently managing up to 20 accounts and projects
• Thrives in an evolving onboarding process, demonstrating adaptability to change and quick learning
• Passionate about building and maintaining relationships, with a focus on mitigating churn and driving engagement and product adoption
• Demonstrated passion for continuous learning and personal growth
• Passionate about technology, automation, and the future of AI in customer support

Requirements

• 3+ years of experience with Implementations or similar experience within SaaS
• Experience working directly with Enterprise clients
• Experience driving discovery in the sales cycle
• Technical experience with data migrations, APIs, integrations, and custom builds
• Excellent communication and interpersonal skills
• Ability to manage multiple accounts and projects
• Adaptability to change and quick learning
• Passion for technology and automation

Benefits

• 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)
• 🤕 Paid sick leave
• 🧸 Paid parental leave (16 weeks)
• 💻 MacBook Air
• 🏥 Health insurance with Sunlife and RRSP matching with Wealthsimple
• 💆🏻‍♀️ Get up to $900 CAD to set up your workstation at home
• 📚 Get up to $2600 CAD of learning material per year
• 🥰 Quarterly online company-wide summits and annual offsite team retreats