Senior Director of Implementation & Services

About Karbon

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 18.5 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 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 C