Customer Implementation Manager

TL;DR

Customer Implementation Manager: Managing the entire onboarding process for new customers with an accent on driving adoption and usage of Helpdesk and Automate products. Focus on customizing solutions, establishing trust through expert product knowledge, and ensuring timely project delivery.

Location: Toronto, Canada

Salary: CA$121,796 – CA$134,616

Company

hirify.global is building an AI-powered platform for conversational commerce, aiming to transform customer interactions into relationships for e-commerce brands.

What you will do

• Conduct in-depth onboarding and optimisation sessions for new customers, tailoring the experience to drive adoption and usage.
• Build and customize solutions on behalf of the customer, utilizing a consultative approach.
• Drive the activation ratio and reduce time to activation for Helpdesk and Automate products.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication.
• Document customer interactions and feedback meticulously to continuously improve the onboarding and overall customer experience.
• Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies.

Requirements

• 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation.
• Proficiency in English is required.
• 2-3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants.
• Excellent communication, interpersonal, follow-up, and attention to detail skills.
• Proficient in concurrently managing up to 50 accounts.
• Demonstrate adaptability to change, quick learning, and the ability to keep up with new product developments.

Nice to have

• E-commerce experience.
• Fluency in French.

Culture & Benefits

• 5-week vacation, paid sick leave, and 16 weeks of paid parental leave.
• MacBook Air provided, plus a personal credit card to buy lunches.
• Private health insurance and retirement pension.
• Get up to $700 USD to set up your home workstation.
• Get up to $2000 USD of learning material per year (books, courses, training, individual coaching).
• Quarterly online company-wide summits and annual offsite team/company retreats.
• Access to premium AI tools (ChatGPT, Claude, Granola) and an annual L&D budget for new ones.