Senior Director of Implementation & Services

Summary

Join Karbon's amazing team as the Senior Director of Implementation & Services, reporting to the Chief Customer Officer. Lead and empower the implementation and services team to deliver exceptional solutions to accounting firms. Leverage your SaaS onboarding expertise to drive customer satisfaction and ensure significant value realization from our platform. Collaborate with Sales, Product, and Customer Success teams to create seamless customer journeys, aiding in change management and identifying opportunities for strategic improvement. Enhance customer retention and growth by ensuring customer success and satisfaction. This role requires strong leadership, cross-functional collaboration, and a data-driven approach to problem-solving.

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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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