Gorgias

The Customer Implementation Manager will oversee the end-to-end onboarding process for new clients, from sales handover to configuration and activation. They will act as a strategic partner to merchants, providing consultative guidance to drive product adoption and ensure successful implementation of Helpdesk and AI Agent solutions.

Manage the end-to-end onboarding process for new and cross-sold customers, including configuration, training, and activation. Act as a strategic partner to drive product adoption, usage, and measurable business outcomes for merchants.

You will architect and lead the development of an internal evaluation platform to automate the lifecycle of AI agents from testing to production. Additionally, you will serve as an AI technical lead to empower product squads and define engineering standards for AI performance.

Own and drive major parts of the Helpdesk 2.0 roadmap, focusing on agent experience and platform reliability. Partner with Engineering and Design to modernize core helpdesk capabilities and improve performance.

Manage a portfolio of e-commerce merchants to drive adoption and ensure customer satisfaction. Build strong relationships with key stakeholders to support customer retention and growth.