Implementation Specialist

Talentify; New York (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay and equity

Unlimited PTO

Health, dental, and vision insurance

401k plan

Job summary

Double is seeking a customer success professional in New York to onboard early customers, train users, and ensure successful adoption of our all-in-one bookkeeping software. You will own setup tasks, coordinate with Account Executives, and help customers renew after the initial onboarding period.

Ideal candidates have accounting or bookkeeping experience, 2–3 years in customer-facing SaaS roles, and strong communication skills.

Qualifications

• Accounting or bookkeeping experience is required.
• 2-3 years in a customer-facing role at an early-stage SaaS startup.
• Ability to articulate complex concepts clearly, in writing and speech.

Responsibilities

• 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 support inquiries in a timely manner.
• Create customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessary.
• 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.

Skills

Customer-facing experience

SaaS familiarity

Attention to detail

Tools

Slack

Notion

HubSpot

Salesforce

Job description

About Double

Bookkeepers today are 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 $12M in 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 support inquiries in a timely manner
• Create customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessary
• 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

• Accounting/bookkeeping experience is required; exceptional candidates from adjacent fields who demonstrate a strong aptitude and genuine enthusiasm for the space will be considered.
• 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

Benefits

• Competitive pay and equity
• Unlimited PTO
• Health, dental, and vision insurance
• 401k plan

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.