Customer Onboarding Manager

Description:

As the Customer Onboarding 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, ensuring customers roll out the platform as quickly as possible.

The goal is to increase the rate in which we onboard customers by providing high-quality support and guidance to our customers. You want to help companies launch quickly and effectively on Gorgias by showcasing the value of the product.

What You’ll Do

• Drive the activation ratio and time to activation by providing high-quality support, guidance, and on-boarding for all our products

• Spot and reduce churn and drive decreased time to value through the on-boarding and activation stages, helping companies launch quickly and effectively on Gorgias by proactively identifying and alleviating any roadblocks

• Help customers setup and create processes and systems, and get launched on the platform

• Provide customer support

Who You Are

• 3+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus!

• Speaking French would be a major plus.

• You have excellent communication and interpersonal skills, follow-up skills and attention to detail

• You have a highly structured work approach, ability to manage multiple activities in parallel

• You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats

• You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals

• Passion for learning! You want to grow and improve every day

Perks & Benefits

• 4-week vacation (We Follow each country's appropriate PTO Laws)

• Paid sick leave

• Paid parental leave (16 weeks)

• MacBook Pro

• Personal credit card to buy lunches (you’ll have your own Gorgias credit card)

• We provide private health insurance and retirement pension

• Get up to $900 CAD to set up your workstation at home (working from home should feel breezy)

• Get up to $2600 CAD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)

• Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year, we organize offsite team retreats and company retreats! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)