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Gorgias is building a unified AI agent platform that enables conversational commerce—turning customer interactions into relationships through intelligent, seamless shopping experiences. The company combines AI technology with deep product expertise to help ecommerce brands sell, support, and re-engage customers across the entire customer journey.
As Customer Implementation Manager for the APAC region, you will own the complete onboarding experience for your book of business, serving as the primary post-sales point of contact. You'll manage the entire lifecycle from sales handover through configuration, training, and activation, delivering a white-glove service that drives adoption and retention.
Key responsibilities include:
- Conducting in-depth implementation and optimization sessions for new and cross-sold customers, tailoring experiences to drive adoption of Helpdesk and AI Agent products
- Building customized solutions on behalf of customers using a consultative approach aligned with their specific needs and goals
- Driving activation ratios and reducing time-to-value through expert product knowledge, best practices sharing, and strategic guidance
- Acting as the primary liaison between customers and internal teams, ensuring seamless communication throughout onboarding
- Managing up to 30 concurrent accounts, demonstrating adaptability to diverse merchant needs (small to large)
- Documenting customer interactions and feedback to continuously improve the onboarding experience
- Analyzing ecommerce customer data to provide insights that optimize support strategies using AI Agent
- Setting clear project milestones and managing timelines to ensure effective project delivery
- Proactively identifying and mitigating roadblocks to accelerate time-to-value
You bring 2-3+ years of SaaS implementation experience with a proven track record driving post-sales adoption and activation. Ecommerce experience is a plus. You excel at project management, crafting tailored timelines and strategic recommendations for merchant activation. You're an excellent communicator with strong interpersonal and follow-up skills, detail-oriented, and a self-starter comfortable with autonomy. You thrive in evolving environments, adapt quickly to change, and stay current with product developments. You're passionate about building relationships, driving engagement, and mitigating churn. Most importantly, you have a genuine passion for AI, automation, and the future of customer support—comfortable configuring AI tools, discussing automation strategy with merchants, and learning new capabilities rapidly.
