Customer Implementation Manager (APAC)

Gorgias
Sydney
Workplace: RemoteFull timeAUD 135,000 - 149,000 annuallyFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Communication","Interpersonal skills","Follow-up","Attention to detail","Strategic thinking"]

Own the end-to-end onboarding experience for a book of business, from sales handover through configuration, training, and activation. Lead consultative implementation sessions for customers adopting Helpdesk and AI Agent, tailoring solutions to drive adoption, activation ratio, and time to value. Serve as the primary liaison across internal teams, document feedback to improve onboarding, and analyze e-commerce customer data to optimize support strategies.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Gorgias
Gorgias
2 days ago

Customer Implementation Manager (APAC)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own the end-to-end onboarding experience for a book of business, from sales handover through configuration, training, and activation. Lead consultative implementation sessions for customers adopting Helpdesk and AI Agent, tailoring solutions to drive adoption, activation ratio, and time to value. Serve as the primary liaison across internal teams, document feedback to improve onboarding, and analyze e-commerce customer data to optimize support strategies.
Location: Sydney
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage the entire customer onboarding process from sales handover through configuration, training, and activation.
  • •Conduct in-depth implementation and optimization sessions for new and cross-sold customers to drive adoption and usage of Helpdesk and AI Agent.
  • •Customize solutions consultatively to align with customer needs and goals, and drive activation ratio and reduce time to activation.
  • •Serve as primary liaison between customers and internal teams, ensuring seamless communication and support during onboarding.
  • •Document interactions and feedback, and analyze e-commerce customer data to improve support strategies and optimize the AI Agent experience.

Pay and Benefits

Salary: AUD 135,000 - 149,000 annually
Perks:EquityLearning Budget

Key Requirements

  • •2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation (e-commerce experience is a plus).
  • •2-3+ years of consultancy and project management experience crafting project timelines that improve merchant activation.
  • •Excellent communication, interpersonal follow-up, and attention to detail.
  • •Proven ability to concurrently manage up to 30 accounts and tailor support for small and large merchants.
  • •Comfort configuring AI tools and learning new AI capabilities quickly with an AI & automation mindset.
Experience:2+ yearsSaaSE-commerce
Skills:CommunicationInterpersonal skillsFollow-upAttention to detailStrategic thinking
Tech Stack:AI AgentHelpdeskChatGPTClaudeGranola

Company Brief

Gorgias
Gorgias provides a conversational AI-powered customer support platform for ecommerce brands, centralizing email, chat, SMS and social support with automation to resolve tickets and drive revenue through support.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: USD 500M to 1B
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 3.2
WebsiteLinkedInGlassdoor