Customer Implementation Manager

Description:

The Customer Implementation Team at Gorgias is a new team that sits within the Customer Onboarding and Implementation function, ensuring that every customer's journey with our products is seamless and successful. You will be one of the founding members dedicated to our Automate product. This team will play a pivotal role in the success of our products adoption and success as we onboard, drive usage, retain and upsell customers on our products.

In this team, you'll find a supportive environment that values creativity, continuous learning and experimenting, and a customer-first approach. We take pride in our work and in making a tangible difference in our customers' success.

About the Role

We are seeking a dynamic and driven individual to join our Customer Implementation team focusing on our Automate product. This role is pivotal in guiding new customers through the onboarding process, identifying upsell opportunities for our Convert product, managing and retaining these customers in the long run. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage.

What You’ll Do

• Conduct in-depth onboarding and optimisation sessions for new customers tailored to drive adoption and usage, ensuring they are fully utilising and optimising our Automate product.

• Employ a proactive approach to identify upselling opportunities and expand customer use of Automate.

• Analyze and interpret e-commerce customer data, providing insights to optimize support strategies using Automate.

• Act as the primary liaison between the customer and our internal teams, ensuring seamless communication and support.

• Document customer interactions and feedback, using this data to improve the onboarding and customer experience.