Enterprise Customer Implementation Manager

Overview

Responsibilities

• Drive each of your merchants to a successful launch, supporting them from the sales journey through post-launch
• Build an organized work-back schedule and timeline covering all key items needed to bring the merchant live, building trust and gaining buy-in early
• Project manage cross-functional partners and workstreams to ensure successful go-live dates, such as custom builds (e.g., custom AI Agent actions, integrations)
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the product and overall customer experience
• Conduct in-depth AI Agent implementation and optimization sessions, tailoring the configuration to drive automation rate and measurable business outcomes for each enterprise merchant
• QA AI Agent responses and iterate on prompts and guidance to tune performance over time
• Analyze and interpret each merchant’s e-commerce and support data to shape their automation strategy and continuously optimize AI Agent performance post-launch