Enterprise Customer Implementation Manager

We believe conversations will become the #1 way to shop.

At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re‑engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.

Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.

To win, we focus relentlessly on:

• Quality: conversations that feel authentic and on‑brand.
• Experience: effortless shopping from chat to checkout.
• Re‑engagement: personal, 1‑1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

The Enterprise Customer Implementation Team at Gorgias works with our highest GMV merchants. Each implementation is truly custom based on the merchant’s business processes, procedures, and workflows. The team is successful when launches occur on time and merchants are promoters of Gorgias at the end of their implementation – excited to continue their customer journey with us.

Specifically, the team is responsible for both Helpdesk and AI Agent adoption and custom implementations. As AI becomes central to how merchants support their customers, we’re at the forefront of helping our largest, most complex businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one.

As an Enterprise Implementation Manager you work with every merchant in your book of business from pre‑sales discovery calls through launch, making sure every item identified in the launch plan is released and the merchant is satisfied. The milestones of a launch include:

• understanding early what the merchant needs before they become a customer
• migrating the merchant’s data to Gorgias
• project managing custom builds and integrations to completion working cross‑functionally with the technical solutions team
• driving product adoption and AI Agent automation rate to 50%+ within 2 months of launch

• Drive each of your merchants to a successful launch, supporting them from the sales journey through post‑launch
• Build an organized work‑back schedule and timeline covering all key items needed to bring the merchant live, building trust and gaining buy‑in early
• Project manage cross‑functional partners and work streams to ensure successful go‑live dates, such as custom builds (e.g., custom AI Agent actions, integrations)
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.
• Truly understand each of your merchants and their business needs by doing deep discovery in working sessions, mapping out business processes, and designing creative solutions tailored to their business
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value‑driven adoption to achieve key business results
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the product and overall customer experience
• Conduct in‑depth AI Agent implementation and optimization sessions, tailoring the configuration to drive automation rate and measurable business outcomes for each enterprise merchant
• QA AI Agent responses and iterate on prompts and guidance to tune performance over time
• Analyze and interpret each merchant’s…