About the Role
The Senior Director of Implementation & Services reports to the Chief Customer Officer. In this role, you will join an amazing team and provide leadership to our implementation and services team members. Using your experience and knowledge of SaaS onboarding, you will lead and enable your team to deliver solutions to Accounting firms. You will work closely with your team and cross-functionally with the goal of driving customer satisfaction and ensuring that considerable value is realized by customers on our platform.
Your efforts will help our customers to achieve their business goals and enhance our gross and net retention rates. You will help to ensure our customers are not just satisfied but thriving, renewing their partnerships with us, and continuously experiencing value with our products and services.
In this collaborative role, you will forge strong alliances across departments such as Sales, Product, and Customer Success to craft seamless customer journeys aiding customers in change management and finding opportunities to elevate our strategies. By building bridges across teams and influencing stakeholders, you'll ensure a cohesive customer experience.
As Manager of Implementation & Services you will...
- Ensure the Implementation team is trained and equipped to deliver successful onboarding experiences, achieving time to first value targets
- Support our Implementation team with coaching and support as they lead implementations for accounting firms of all sizes
- Report on key performance indicators and metrics across your team to ensure customers are receiving a fantastic first start with Karbon
- Implement the team strategy and manage operations by working closely with the your cross functional peers
- Work closely with our sales leaders to ensure alignment with the customer handoff process
- Forecast appropriately to ensure coverage for incoming customer projects
- Drive automation and technology-centric processes, contributing to the existing customer health scoring system and associated strategies.
Requirements:
- Implementation team leadership experience with proven results and a passion for customer empathy
- Ability to manage multiple tasks and relationships while maintaining a collaborative spirit
- Passion for identifying the “happy path” for onboarding customers
- Experience driving teams to effectively execute on goals and objectives
- A consultative nature with a humble confidence to challenge firms to think about their processes differently
- Proven success (e.g. how to decide where to spend your time, serving up measurable outcomes, etc.) powered by analytical skills and data-driven decision-making
- Strong problem-solving skills: you can learn about a problem, create a recommended data-first approach, and design a strategy based on what you learn
- Proven ability to assess, select, and onboard new technologies to enhance business processes and user satisfaction
- The ability to move from ideation to execution: you have a bias toward action, move to test approaches quickly, can synthesize what you learn, and iterate.
- Experience working cross-functionally: you build collaborative relationships with your cross-functional partners. You understand other teams’ priorities, how they overlap with ours, how to stay aligned, and how to keep projects moving
- The ability to keep projects on track with and without hard deadlines
- Ability to provide and receive feedback and deliver constructive feedback up, down, and laterally
- Excellent written and verbal communication skills
Bonus points if you have:
- Implemented accounting software (GL migrations, ERP implementations)
- Led teams through large software changes in the past
- Previous experience working at a company that sells Workflow, Accounting, or Project Management software
- Deep knowledge and previous experience using Karbon
- Startup environment experience
Other Competencies:
- Strong Communication Skills: Communicate clearly and effectively through various channels, including webinars, email campaigns, and digital content. Your ability to convey information in an understandable and engaging manner is crucial for educating and empowering a broad audience.
- Analytical and Data-Driven Mindset: The ability to analyze customer data, identify trends, and use insights to drive decision-making is essential. Rely on data to customize and optimize your outreach strategies, ensuring that they are meeting the needs of your customer segments.
- Technological Proficiency: Proficiency with Customer Success Platforms (CSPs), CRM systems, Generative AI, and other digital. You use technology to automate processes, manage customer interactions, and deliver personalized experiences at scale.
- Empathy and Customer Centricity: Understand and empathize with customer needs and challenges. Ability to anticipate customer issues and proactively provide solutions that align with customer goals and expectations.
- Program Management, Time Management, and Organizational Skills: Excellent time management and the ability to prioritize tasks effectively.
- Creativity and Problem-Solving: The ability to think creatively and solve problems is essential for developing and implementing effective strategies that cater to a diverse customer base. Devise innovative solutions to address common challenges faced by customers.
- Adaptability and Flexibility: The needs and behaviors of customers can change rapidly. Be adaptable and flexible, ready to adjust your strategies and approaches to meet evolving customer requirements.
- Collaboration and Teamwork: Ability to collaborate with other teams (such as product, marketing, and sales) to ensure a cohesive and integrated customer experience. Effective teamwork and collaboration skills are essential for aligning efforts across departments.
- Strategic Thinking: The ability to think strategically about Customer Success at scale, including how to segment customers, tailor communications, and measure impact, is crucial for long-term success and customer satisfaction.
Why work at Karbon?
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Strong benefits package including:
- Paid Flexible Time Off with an encouraged 4 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Company paid dental and vision and eligible spouse/partner and dependents
- Fully company funded short and long term disability
- Fully company paid life insurance
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- Work with (and learn from) an experienced, high-performing team
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Be part of a fast-growing company that firmly believes in promoting high performers from within
