Implementation Specialist

Embedded Shishya; United States; On-site; USD 70,000 - 110,000; 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 an onboarding and customer success specialist to train new customers, ensure successful setup, and help them realize value quickly. You will guide users through the initial configuration, map success metrics, and provide education materials as needed.

Collaborating with Account Executives, you will identify potential blockers, drive a high renewal rate after the initial period, and relay customer feedback to inform our product roadmap.

Qualifications

• Experience onboarding customers to a SaaS product and ensuring value realization.
• Ability to communicate complex concepts clearly in writing and verbally.
• Attention to detail and customer-centric mindset.

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 red flags hindering subscription.
• Maintain a high renewal rate after initial three month implementation (80-85%).
• Proactively reach out to accounts to ensure they continue to reach their goals and respond to inquiries.

Skills

Onboarding

Customer-facing

SaaS

Communication

Process improvement

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.