AI Deployment Manager, Enterprise

The AI Deployment (Customer Implementation) Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with its products. The role manages the entire onboarding process for a book of business, from sales handover through configuration, training, and activation, acting as the first point of contact for post-sales customer relations. The team showcases the value of the flagship products, Helpdesk and AI Agent, by delivering a white-glove onboarding experience.

Responsibilities

Conduct in-depth discovery and implementation sessions for your book of business, tailoring the experience to drive adoption and usage of Helpdesk and AI Agent; Build on behalf of the customer, using a consultative approach to customize solutions aligned with their needs and goals; Design and drive AI Agent adoption roadmaps for each customer, sequencing automation rollout to support change management and prove value at each stage; Drive the activation ratio and reduce time to value through a white-glove experience, providing expert guidance on Helpdesk and AI Agent configuration; Establish trust with customers by demonstrating product expertise, sharing best practices, and communicating business impact of AI adoption; Act as the primary liaison between customers and internal teams, ensuring cross-functional accountability throughout onboarding; Manage integrations with the customer's ecommerce tech stack, explore custom integration paths, and troubleshoot proactively; Drive project timelines through clear milestone setting and workback schedules; Analyze and interpret e-commerce customer data to build executive-ready narratives framed around revenue, efficiency, and risk; Document customer interactions, configurations, and learnings, contributing insights that improve future implementations and team best practices; Proactively identify and mitigate roadblocks to decrease time to value, and coach L1/L2 peers; Leverage AI tools to accelerate discovery synthesis, solution design, and documentation

Requirements

3–5+ years in SaaS as an implementation manager or similar post-sales role, driving adoption and activation with a demonstrated track record of independently delivering complex implementations; 3–5+ years crafting and overseeing project timelines tailored to enhance activation among merchants; Comfortable managing 25-30 accounts simultaneously with a high degree of autonomy; Exceptional communication, interpersonal, and executive presence, with the ability to build narratives that resonate at the CEO and CFO level; Understanding of how ecommerce platforms and integrations work, and comfort exploring how to build or troubleshoot integrations; Passion for technology, automation, and the future of AI in customer support, with comfort configuring AI Agent; Adaptability and learning agility in an evolving onboarding process; Passion for building and maintaining relationships, with a focus on engagement, product adoption, and mitigating churn; Demonstrated passion for continuous learning and personal growth

Nice to have

Ecommerce experience; Familiarity with Shopify and common ecommerce tech stacks; Experience with Helpdesk and AI Agent products

Benefits

Access to premium AI tools (ChatGPT, Claude, Granola & others); Annual L&D budget to explore new AI tools