Customer Implementation Manager (AI/Ecommerce)

TL;DR

Customer Implementation Manager (AI/Ecommerce): Managing the end-to-end onboarding process for SaaS customers with an accent on AI agent configuration and e-commerce optimization. Focus on reducing time to activation, driving product adoption, and tailoring technical solutions to merchant needs.

Location: Remote in Sydney, Australia

Salary: A$115K – A$126K

Company

hirify.global is building an AI-powered conversational commerce platform that integrates sales, support, and re-engagement for e-commerce brands.

What you will do

• Conduct implementation and optimization sessions to drive adoption of Helpdesk and AI Agent products.
• Use a consultative approach to build customized solutions aligned with specific customer goals.
• Manage project timelines and milestones to reduce time to activation and accelerate time to value.
• Act as the primary liaison between customers and internal teams during the onboarding journey.
• Analyze e-commerce customer data to optimize support strategies using AI tools.
• Document customer interactions and feedback to continuously improve the onboarding experience.

Requirements

• 2-3+ years of experience in SaaS as an implementation manager driving post-sales activation.
• 2-3+ years of experience in project management and crafting strategic activation timelines.
• Must be based in Sydney, Australia.
• Proven ability to concurrently manage up to 30 accounts of varying sizes.
• Strong interpersonal and communication skills with high attention to detail.
• Passion for AI and automation within the customer support domain.

Nice to have

• Experience working within the e-commerce industry.

Culture & Benefits

• Access to premium AI tools including ChatGPT, Claude, and Granola.
• Annual L&D budget for professional growth and exploring new technologies.
• Equity offers as part of the compensation package.
• Collaborative environment with AI-focused knowledge sharing and demo sessions.