Customer Implementation Manager, Buenos Aires

About the role

You will own the end-to-end onboarding journey for new merchants, guiding them from the initial sales handover through to full product activation. This role is centered on delivering high-touch, strategic implementation for our Helpdesk and AI Agent tools to ensure long-term customer success in the e-commerce sector. You will act as a strategic partner, translating business requirements into actionable plans that drive adoption and retention. The position requires a proactive mindset to identify risks early and coordinate cross-functional support before issues escalate. You will leverage your expertise to turn complex platform capabilities into clear, step-by-step workflows for clients. Success in this role will be measured by the speed to value, product adoption rates, and the quality of ongoing relationships you build. You will continuously refine processes based on direct feedback, ensuring our implementation methodology evolves with market needs. This is a hands-on role where your work will directly influence the perceived value of our platform for each merchant.

Key facts

What you'll do

• Manage the full lifecycle of customer onboarding, including configuration, training, and activation for new Helpdesk and AI Agent implementations.
• Lead optimization sessions designed to increase product adoption and ensure merchants fully leverage the capabilities of the Helpdesk and AI Agent platforms.
• Build tailored solutions for individual clients using a consultative methodology that aligns with their unique business goals and operational constraints.
• Act as the primary liaison for merchants, coordinating closely with internal technical and support teams to guarantee a seamless and timely launch.
• Define, monitor, and adjust project timelines to minimize time-to-value and proactively resolve potential roadblocks before they impact the customer experience.
• Track and document all customer feedback, questions, and interaction patterns to identify recurring themes and refine our onboarding processes iteratively.
• Analyze e-commerce data to extract actionable insights that inform and improve support strategies, ticket resolution paths, and automation opportunities.
• Translate complex platform features into simple, step-by-step guidance that enables merchants to understand and utilize the tools with confidence.
• Collaborate with product and engineering teams to relay real-world implementation challenges and success stories that influence future roadmap decisions.
• Mentor junior team members on best practices for onboarding, emphasizing clarity, efficiency, and a customer-obsessed approach.
• Conduct regular business reviews with clients to discuss performance metrics, adoption milestones, and opportunities for further optimization.
• Maintain detailed records of configurations, customizations, and decisions to ensure continuity and enable efficient troubleshooting in the future.
• Drive adoption of AI Agent features by demonstrating workflows, use cases, and automation scenarios specific to each merchant's needs.
• Establish a rhythm of communication that keeps merchants informed, engaged, and confident in the progress of their implementation.

Requirements

• 2-3+ years of experience in a SaaS implementation role focused on post-sales adoption and customer success initiatives.
• 2-3+ years of project management experience, specifically in creating detailed timelines and strategic roadmaps for merchants in a fast-paced environment.
• Ability to manage up to 30 accounts simultaneously while maintaining consistently high standards of service and responsiveness.
• Strong communication and interpersonal skills, with a meticulous attention to detail in documentation and client interactions.
• A self-starter mindset capable of working with significant autonomy and making sound decisions with limited direct supervision.
• Comfort with AI and automation tools, including hands-on experience to configure AI settings and discuss automation strategies with clients knowledgeably.
• Adaptability to changing processes and a demonstrated commitment to continuous learning in a dynamic technology landscape.
• Willingness to follow documented procedures while also contributing insights on how to improve standard operating practices over time.
• A reliable internet connection and a suitable workspace that supports focused, professional remote work.
• Fluency in Spanish is required to effectively communicate with local stakeholders and provide culturally relevant support.
• Professionalism in handling confidential merchant data and adherence to internal compliance guidelines at all times.
• Readiness to participate in occasional after-hours meetings to align with key customers in overlapping time zones when necessary.

Nice to have

• Prior experience working within the e-commerce industry, including familiarity with online retail operations and customer expectations.

Practical notes

• Gorgias provides access to premium AI tools such as ChatGPT, Claude, and Granola to support your work and ongoing development.
• Employees receive an annual budget for learning and development to support certifications, courses, and skill-building activities.
• For interview or application accommodations, contact accommodation@gorgias.com to request the necessary support.
• By applying, you consent to the processing of your personal data for recruitment and workforce planning purposes in accordance with company policies.
• This is a full-time position based in Buenos Aires with considerations for time zone alignment with global customers.
• Travel is not required for this role, though occasional virtual meetings with international teams may be scheduled.
• The position operates within standard business hours, with flexibility to accommodate critical launch windows or urgent customer needs as they arise.
• Candidates should be prepared to demonstrate their experience with SaaS tools, project management frameworks, and data analysis during the interview process.