Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide –&nbsp;from small independent shops to some of the largest ecommerce brands in the world. We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel. We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

Gorgias

If your referral is hired by Gorgias, you will receive 1.000$ for an IC position and 1.500$ for a management opening. Thanks for your help!

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Gorgias&nbsp;helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento. Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning.&nbsp;💬 + 📦 = ❤️ We've been around since 2015, and we're serving over&nbsp;9500+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands. Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.About the TeamThe 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.About the RoleAs 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.What You’ll Do<ul><li>Conduct in-depth onboarding and optimisation sessions for new customers, tailoring the experience to drive adoption and usage of our Helpdesk and Automate products.</li><li>Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.</li><li>Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and Automate products.</li><li>Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.</li><li>Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.</li><li>Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.</li><li>Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the Automate product.</li><li>Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.</li><li>Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.</li></ul>Who You Are<ul><li>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!</li><li>Language Skills: Proficiency in English is required. Fluency in French is a significant advantage.</li><li>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.</li><li>Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills.</li><li>Proactive Work Approach: Proficient in concurrently managing up to 30 accounts, 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.</li><li>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.</li><li>Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption and mitigating churn.</li><li>Passion for Learning: Demonstrated passion for continuous learning and personal growth.</li></ul><h4>Perks & Benefits</h4><ul><li>🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)</li><li>🤕 Paid sick leave</li><li>🧸 Paid parental leave (16 weeks)</li><li>💻 MacBook Pro</li><li>🏥 We provide ongoing contributions to your superannuation</li><li>💆🏻‍♀️ Get up to $700 USD to set up your workstation at home (working from home should feel breezy)</li><li>📚 Get up to $2000 USD 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!)</li><li>🥰 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!</li></ul>Diversity & Inclusion at Gorgias We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>. Let’s grow together!

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⭐️ Here at Gorgias, our Customer Success Team is on a mission, and it's not just to hit targets. We're becoming best-in-class! We've got a blend of passion and expertise, with 17 dedicated Customer Success Managers (CSMs), guided by three Team Leads, with oversight from a Director. Each Team Lead has six CSMs, to give every CSM coaching and mentorship, allowing the opportunity to fine-tune their skills and grow in their roles. We've put in place a growth track designed to help CSMs achieve outstanding results in their customer success careers. Even though our team members are located around the world from Australia to Romania, we've got a strong team culture that thrives on collaboration, communication and mutual support. We even have in-person events for team building and time for some fun.

Customer Success Team

Customer Support Team

📊 Data Analytics team's mission is maximize Gorgias's impact by empowering all other teams to make data-backed decisions by providing them with accurate data & assisting them in driving insights.

Data Analytics Team

Engineering Team

💰 The Finance & Strategy team's mission is to empower department leaders with insights, tools, and data to make decisions about where to place bets and allocate capital.

Finance & Strategy

🗣️ Marketing's team ambition is for our product to be widely recognized by the e-commerce ecosystem as the most impactful helpdesk for online stores. We want every single e-commerce owner to have Gorgias in mind when they think about customer experience solutions.

Marketing Team

Our mission is to have Exceptional People Grow in an Exceptional Environment

People Team

At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.
Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Product & Design Team

Sales Team Mission: As the Sales team, we are dedicated to driving growth and creating value for ecommerce merchants and their customers. Our mission is to turn opportunities into customers, and empower ecommerce merchants to deliver exceptional customer experience, automate up to 30% of support and increase website conversion by 15%.

Partnerships Team Mission: As the Partnerships team, we are dedicated to identifying new opportunities, nurturing partnerships, and creating value for ecommerce merchants, their customers, and the overall ecosystem of ecommerce partners. Our mission is to drive growth through strategic partnerships, increase our market presence, and empower ecommerce merchants to deliver exceptional customer experience.

Customer Implementation Manager

Gorgias

General Information

General Information