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Gorgias is building a unified AI agent platform for conversational commerce—enabling brands to sell, support, and re-engage customers through intelligent conversations. The AI Deployment (Customer Implementation) Team ensures seamless onboarding and successful product adoption for enterprise customers.
As AI Deployment Manager, you will own the complete onboarding lifecycle for your book of business (25–30 accounts), from sales handover through configuration, training, and activation. You'll be the primary post-sales point of contact, delivering white-glove implementation services and driving adoption of Gorgias's flagship Helpdesk and AI Agent products.
Key responsibilities:
- Conduct in-depth discovery and implementation sessions, tailoring solutions to customer needs and driving adoption.
- Design and execute AI Agent adoption roadmaps for each customer, sequencing automation rollout to prove value and manage change.
- Drive activation and reduce time-to-value through expert product configuration guidance and best-practice sharing.
- Establish trust by demonstrating deep product knowledge and translating AI outcomes into clear business impact (revenue, efficiency, risk).
- Serve as primary liaison between customers and internal teams, ensuring seamless communication and cross-functional accountability.
- Manage integrations with customer ecommerce tech stacks; troubleshoot and explore custom integration paths using available resources and AI tools.
- Manage project timelines through milestone setting and workback schedules; proactively identify and mitigate roadblocks.
- Analyze ecommerce customer data and build executive-ready narratives that turn CEOs and CFOs into champions.
- Document customer interactions, configurations, and learnings to improve future implementations and team playbooks.
- Coach peers by sharing patterns, playbooks, and implementation insights.
- Leverage AI tools (Claude, ChatGPT, etc.) to accelerate discovery, solution design, and documentation.
Gorgias uses AI as a multiplier across all teams. You'll have access to premium AI tools and an annual L&D budget. The company fosters a culture of continuous learning through internal AI demo sessions and a #powerup Slack channel for sharing new workflows.
Requirements:
- 3–5+ years in SaaS as an implementation manager or similar post-sales role, with a demonstrated track record of independently delivering complex implementations. Ecommerce experience is a strong plus.
- 3–5+ years crafting and overseeing project timelines to enhance merchant activation, with strategic recommendations and actionable suggestions. Comfortable managing 25–30 accounts simultaneously with high autonomy.
- Exceptional communication, interpersonal, and executive presence. Ability to build compelling narratives that resonate at CEO/CFO level, translate complex data into clear business impact, overcome objections, and turn skeptics into champions.
- Understanding of ecommerce platforms and integrations; comfortable exploring and troubleshooting integrations. Familiarity with Shopify and common ecommerce tech stacks is a strong plus.
- Passionate about technology, automation, and AI in customer support. Comfortable configuring AI Agent, discussing automation strategy, and learning new AI capabilities quickly. Proactively uses tools like Claude to improve efficiency.
- Thrives in evolving processes; demonstrates adaptability, quick learning, and ability to keep pace with product and process changes.
- Passionate about building and maintaining relationships, driving engagement, product adoption, and mitigating churn.
- Demonstrated passion for continuous learning and staying current on Gorgias product developments and ecommerce trends.
