Gorgias

Gorgias

Customer Success Manager

  • CDI 
  • Paris
  • > 2 ans

La tribu

Gorgias

Gorgias

    Le poste

    Customer Success Manager

    • CDI 
    • Paris
    • > 2 ans

    Cette offre a été pourvue !

    About

    Gorgias helps Ecommerce companies deliver excellent customer service at scale. Their product creates a unified profile of customers by combining emails, live-chat, and social-media messages with Ecommerce data such as purchase and delivery info.

    Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using ML. 💬 + 📦 = ❤️

    They have been around since 2015, and they are currently serving over 5000+ eCommerce businesses, including Steve Madden, Timbuk2, and Fjällräven. Is working with a real-world application that touches the lives of millions, your thing? Then yeah, Gorgias is for you

    Job description

    Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

    Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 💬 + 📦 = ❤️

    We've been around since 2015, and we're serving over 7000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

    Our growth exceeded 200% in 2020, so we raised $25 million Series B in December 2020 to double our global team and to accelerate our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

    About the Team

    As a Customer Success Manager, you will set the tone for our customers' relationship with Gorgias. You'll manage the full customer lifecycle, from onboarding to renewals, and in addition to 1:1 engagements, you'll be actively involved in running 1:many experiments and building processes.

    What You'll Do

  • Actively participate in building out our new Customer Success program: everything from defining the strategy to creating playbooks by journey stages
  • Help companies launch quickly and effectively on Gorgias by providing high-quality guidance
  • Reduce churn and drive expansion throughout the customer journey through onboarding, ongoing adoption, and renewals
  • Uncover customer objectives and help them achieve their goals by becoming their trusted advisor
  • Who You Are

  • 2+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus
  • 100% comfortable working with customers in English and French
  • You have excellent communication and interpersonal skills, follow-up skills and attention to detail
  • You have a highly structured work approach, ability to manage multiple activities in parallel
  • You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats
  • You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals
  • Passion for learning! You want to grow and improve every day
  • Perks and Benefits

  • 💰Competitive salary (60th percentile of the market) and equity packages (65th percentile of the market)
  • 🏖 5 weeks of vacation
  • 🍼Paid parental leave
  • 💻Latest MacBook Pro or equivalent
  • 🩺Complimentary private health insurance (we use Alan)
  • 🚊50% of public transportation reimbursed (Vélib, Navigo, etc.)
  • 🍴Personal credit card to buy lunches during the week (we use Swile)
  • 💆Get up to $700 to set up your workstation at home (working from home should feel breezy)
  • 📚Get up to $2000 of learning material (includes books, courses, training sessions, etc.)
  • 😍 Every quarter we organize a company-wide summit to discuss where we're going and strengthen the social bonds
  • Why join us?

    🚀 We're among the fastest-growing startups in the eCommerce ecosystem

    🦄 We've built an extremely efficient go-to-market engine

    🥇 Work with a talented team you'll learn a lot from

    🙏 Join a company where automation, good & clean data are core beliefs shared by all

    More cool things to know about Gorgias... 😁

    • Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a

    • Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/

    • We went from 0 to 7000 merchants using our platform every day from 2016 to 2021

    • We have a 4.8 rating on Glassdoor

    • What our customers are saying: apps.shopify.com/helpdesk#reviews

    • Our software stack: stackshare.io/gorgias

    • Other positions: jobs.lever.co/gorgias

    Gorgias ensures equal employment opportunity without discrimination or

    harassment based on race, color, religion, sex (including pregnancy,

    childbirth or related medical conditions), sexual orientation, gender

    identity or expression, age, disability, national origin, marital or

    domestic/civil partnership status, genetic information, citizenship status,

    veteran status, or any other characteristic protected by law.

    Meet the team

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    Questions and answers about the offer
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