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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 Enterprise Customer Implementation Team works with high-GMV merchants to deliver custom implementations of both the Helpdesk and AI Agent products.
As an Enterprise Implementation Manager, you will own the end-to-end customer journey for a portfolio of enterprise merchants, from pre-sales discovery through post-launch optimization. You'll be responsible for ensuring successful launches, driving product adoption, and achieving 50%+ AI Agent automation rates within two months of go-live.
Key responsibilities include:
• Manage complex, multi-workstream project timelines covering data migration, custom builds, integrations, and AI Agent configuration
• Conduct deep discovery sessions to understand merchant business processes, map workflows, and design tailored solutions
• Project manage cross-functional partners (technical solutions, engineering) to meet go-live milestones
• Build and execute work-back schedules; establish trust through expert product knowledge and best-practice guidance
• Configure and optimize AI Agents, including QA of responses, prompt tuning, and performance iteration
• Analyze merchant e-commerce and support data to shape automation strategy and continuously optimize post-launch
• Act as primary liaison between customers and internal teams; align executive stakeholders on mutual success plans
• Demonstrate assertive, executive presence to drive accountability, remove roadblocks, and protect launch dates
• Manage up to 20 concurrent accounts while tailoring support to diverse merchant needs
You bring 3+ years of SaaS implementation or similar experience, with at least 3 years working directly with enterprise clients. You have a track record of driving discovery in sales cycles, executing technical implementations, and delivering successful launches through rigorous project planning. You're comfortable with technical concepts (APIs, integrations, data migrations, custom builds) and can configure AI Agents. You excel at communication, follow-up, and attention to detail, and thrive in a fast-evolving environment where you adapt quickly and learn continuously.
