Customer Implementation Manager (APAC)
Core
Manage the end-to-end onboarding process for SaaS customers, acting as the primary liaison to drive adoption and activation of Helpdesk and AI Agent products.
Role type
Senior Customer Implementation Manager (SaaS)
Builds
Customer onboarding journeys and product adoption for Helpdesk and AI Agent
Domain
SaaS / E-commerce / Customer Support
Deliverable
product features
Required skills
SaaS implementation management, consultative selling, project management, customer relationship management, data analysis, AI tool configuration
Preferred skills
E-commerce domain knowledge, automation strategy, agile adaptation
Technologies
Helpdesk platform, AI Agent, ChatGPT, Claude, Granola
Responsibilities
Conduct in-depth implementation and optimization sessions for new and cross-sold customers; Build customized solutions on behalf of the customer to align with their specific needs; Drive activation ratios and reduce time to value through white-glove guidance; Act as the primary liaison between customers and internal teams; Document customer interactions and feedback to improve the onboarding process; Analyze e-commerce customer data to optimize support strategies; Manage project timelines and milestones with customers.
Seniority
Mid-Senior, hands-on IC