Director of Professional Services

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team:

The Professional Services team is responsible for driving a world-class experience for our merchants as they onboard onto the Gorgias product. Specifically, the team's main charter is to drive product adoption and overall health for each customer during their first months on a product, with additional touchpoints on custom needs throughout the merchant's lifecycle.

We drive long-term expansion by developing tailored plans based on each merchant's needs while reducing overall contraction and churn.

With AI and automation at the forefront of our work here at Gorgias, the Implementation and Professional Services team is a critical player. They consistently drive the automation rate up for our merchants and build on their behalf. When our product offering out of the box doesn’t deliver on what the customer needs we explore custom solutions and custom builds.

The team currently has 10+ members and is globally dispersed across Australia, Europe, the United States, and Canada.

We are looking for a people-driven, operational, and data-first leader who can drive the team to success in this next phase of Gorgias. As a Senior Manager, you will have 2-4 direct managers, each managing 6-8 implementation managers.

What you'll do:

• Lead a team of implementation managers with tailored approaches based on customer segment aka enterprise vs mid-market.

• Lead a team of technical solution engineers who build custom integrations, reporting, and solutions to meet the requirements of our top-tier merchants.

• Build from the ground up this new professional services vertical that provides technical implementation services optimizing on best automate outcomes and customizations when required.

• Create a world-class experience focused on our enterprise merchants ensuring pre-sales, post-sales and 1 year out our top merchants are happy and thriving.

• Continue to develop and enhance our current implementation offering by creating scalable playbooks resulting in best-in-class outcomes for our merchants driving adoption within the first few months at Gorgias.

• Take the playbooks developed internally and scale them out to our trusted partners ensuring quality and metrics are met.

• Put together the strategy and roll out a tiered pricing structure per service offered, partnering with sales on execution.

• Own the implementation customer journey and ensure it's optimal and customer-first including streamlined hand-offs between teams and structured processes.

• Set and drive the roadmap for the team - be the visionary and think +6mo ahead.

• Report on both how metrics are tracked and why they are ahead or behind week over week working with the data insights team to build the right reporting.

• Create an operational working model that systematically highlights all risks [churn contraction], and opportunities [expansion] - proactively approach these levers with your leaders.

• Systematize how Implementation Managers and Technical Solution Engineers manage their book of business, creating a world-class standard.

• Launch and maintain quality standards across all implementation verticals to ensure call adherence, playbooks, and pre-post work are consistently carried out.

• Provide product insights to cross-functional partners through streamlined qualitative and quantitative methods regularly.

• Create a world-class team by building out different career paths based on your implementation vision and growing the team to over 20+ in the next year, investing in leadership and driving expectations and accountability.

• Work with cross-functional partners to develop and roll out initiatives impacting the Implementation Team.

• Be the voice of our top-tier customers, articulating their pain points and what they love.

Who you are:

• 5+ years in a leadership role building and scaling high-performing customer-facing teams ideally in the AI, enterprise, and B2B space; a strategy backgro