Implementation Specialist

Double; New York (NY); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive pay and equity

Unlimited PTO

Health, dental, and vision insurance

Job summary

A leading SaaS company in New York is seeking a Customer Success Specialist to manage onboarding for new clients. The ideal candidate has 2-3 years of experience in customer-facing roles. Responsibilities include conducting onboarding calls, ensuring technical setups are complete, and creating educational materials. This position offers competitive pay, unlimited PTO, and comprehensive health insurance.

Qualifications

• 2-3 years of experience in a customer-facing role at an early-stage SaaS startup.
• Ability to articulate complex concepts in a simple, straightforward manner.
• Accounting/finance experience preferred; interest in learning the space required.

Responsibilities

• Conduct onboarding calls with prospective customers and help them quickly realize value.
• Ensure all technical implementation and account set-up steps are completed for each account.
• Coordinate with Account Executives to identify any potential issues for subscribing to Double.

Skills

Customer-facing experience

Communication Skills

Attention to detail

Process improvement

Familiarity with SaaS technologies

Tools

Slack

Notion

Hubspot

Salesforce

Job description

About Double (Formerly Keeper)

Bookkeeperstodayare stuck working in excel spreadsheets and homegrown project management solutions to support their clients. Double is on a mission to change that.

With our all-in-one tool, bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions.

Founded in 2021, Double has raised $12Min funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more. Double currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US.

We're bringing on dozens of new customers each month –you will be the first point of contact for small to mid-sized firms looking to start their journey with Double.

What You'll Do

• Conduct onboarding calls with prospective customers, train them to use the product, and help them realize value quickly
• Ensure that all technical implementation and account set-up steps have been completed for each account that you onboard
• Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double
• Maintain a high renewal rate after initial three month implementation period (80-85%)
• Proactively reach out to accounts to ensure they're continuing to reach their goals and respond to any inbound supportinquiriesin a timely manner
• Create customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessary
• Document best practices and help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed
• Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap

Who You Are

• 2-3 years of experience in a customer-facing role at an early-stage SaaS startup
• Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
• Keen attention to detail, thoughtfulness, and a customer-centric mindset
• Knack and passion for process improvement, documentation, and increasing operational efficiencies
• Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce
• Accounting/finance experience is preferred; interest in learning the space is required

Benefits

• Competitive pay and equity
• Unlimited PTO
• Health, dental, and vision insurance

Double provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.