Manager of Implementation

1 month ago

Ottawa Ontario HB, Montréal, Canada Karbon Inc Full time

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

About this role

The Manager 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, always reaching time to first value.
  • 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 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.
  • 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 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.
  • 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.

Why Work at Karbon?

  • Up to 5 weeks paid vacation per year.
  • Strong benefits package including fully employer paid:
    • Medical, prescription and paramedical.
    • Dental.
    • Vision.
    • Life insurance.
    • $500 a year healthcare spending account.
  • Working from home allowance.
  • Generous parental leave.
  • Work with (and learn from) an experienced, high-performing team.
  • Be part of a fast-growing company that firmly believes in promoting high performers from within.
  • A collaborative, team-oriented culture that embraces diversity invests in development and provides consistent feedback.

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

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