White-Glove Customer Onboarding Lead for AI Agent

Gorgias; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Gorgias is seeking a Customer Implementation Manager in Sydney to lead end-to-end onboarding and activation for a portfolio of ecommerce clients. You will guide white-glove implementation, configure AI Agent and Helpdesk, and collaborate with cross-functional teams to deliver measurable customer value.

Ideal candidates have 2-3+ years in SaaS post-sales roles, excel at consultancy and project planning, and can manage up to 30 accounts with autonomy.

Qualifications

• 2-3+ years in SaaS as an implementation manager responsible for post-sales adoption and activation.
• Experience in consultative project management and setting timelines.
• Excellent communication and relationship-building skills.
• Ability to manage up to 30 accounts concurrently and work autonomously.

Responsibilities

• Conduct in-depth implementation and optimization sessions for new and cross-sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.
• Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products.
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.
• Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.
• Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.
• Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

Skills

SaaS Implementation

Post-sales Adoption

Project Management

Communication Skills

Account Management

AI & Automation Mindset

Relationship Building

Tools

CRM software

AI Tools configuration

Data analysis tools

Job description

Gorgias is seeking a Customer Implementation Manager in Sydney to lead end-to-end onboarding and activation for a portfolio of ecommerce clients. You will guide white-glove implementation, configure AI Agent and Helpdesk, and collaborate with cross-functional teams to deliver measurable customer value.

Ideal candidates have 2-3+ years in SaaS post-sales roles, excel at consultancy and project planning, and can manage up to 30 accounts with autonomy.