Customer Implementation Manager

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Ecommerce • Customer Support • Online Store • Customer Experience • Help Desk

201 - 500

💰 $30M Series C on 2022-08

Description

• Manage the onboarding process from sales handover to configuration to training. • Conduct in-depth onboarding and optimization sessions for new customers, focusing on large enterprise clients. • Build on behalf of the customer, utilizing a consultative approach to customize solutions. • Drive the activation ratio and reduce time to activation through a white-glove experience. • Establish trust with customers by demonstrating expert knowledge of our products. • Act as the primary liaison between customers and internal teams, ensuring seamless communication. • Document customer interactions and feedback, leveraging data for continuous improvement. • Analyze e-commerce customer data to optimize support strategies using the Automate product. • Drive project timelines through clear milestone setting with the customer. • Proactively identify and mitigate potential roadblocks to assist companies in launching quickly.

Requirements

• 3+ years in SaaS as an implementation manager driving post-sales adoption and activation, with a proven track record of success in managing enterprise-level accounts. • Experience with accounts having ARR upwards of $50K and handling complex projects is highly preferred. • Demonstrated experience in managing complex, multi-stakeholder onboarding projects, ensuring alignment of goals and delivering a tailored onboarding experience for large organizations. • Proficiency in English is required. Fluency in French is a significant advantage. • 3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions. • Excellent communication, interpersonal, follow-up, and attention to detail skills, with the ability to navigate complex organizational dynamics and stakeholder relationships. • Proficient in concurrently managing up to 25 accounts, with a strong capability to tailor support to meet the diverse needs of both enterprise merchants. • 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. • Passionate about building and maintaining relationships, with a focus on mitigating churn, driving engagement, and ensuring product adoption across multiple levels of enterprise organizations. • Demonstrated passion for continuous learning and personal growth.

Benefits

• 🏖️ 5-week vacation • 🤕 Paid sick leave (15 days) • 🌏 6 weeks full remote/year • 🧸 Paid parental leave (16 weeks) • 🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card) • 🏥 We provide private health insurance and retirement pension • 💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy) • 📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness. • 🥰 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!