Customer Implementation Manager, Commercial

About the role

The Customer Implementation Manager, Commercial at Gorgias is responsible for guiding new customers through a seamless onboarding journey. Acting as the first point of contact after sales, you will deliver a white‑glove experience that showcases the value of Gorgias’ Helpdesk and AI Agent solutions.

Key responsibilities

• Lead end‑to‑end onboarding for an assigned portfolio, from sales handover through configuration, training and activation.
• Conduct in‑depth discovery and implementation sessions to tailor the solution to each customer’s needs.
• Configure the AI Agent and Helpdesk platform, ensuring optimal setup for automation and support.
• Provide hands‑on training and ongoing guidance to drive product adoption, usage and retention.
• Serve as the primary post‑sales liaison, addressing questions, troubleshooting issues and fostering strong relationships.

Required profile

• Consultative mindset with a strategic approach to customer onboarding.
• Strong product knowledge and the ability to translate technical features into business value.
• Excellent communication and presentation skills.
• Proactive, detail‑oriented and comfortable managing multiple projects simultaneously.

Required skills

• Experience with SaaS helpdesk platforms.
• Hands‑on ability to configure AI‑driven customer support tools.
• Familiarity with automation and AI integration in ecommerce environments.