Implementation Specialist

We are looking for an Implementation Specialist with bookkeeping and accounting experience (required), and bonus points if they have experience in a customer-facing SaaS role to join our team. Overall career tenure should be at least 2 years holding a full time position.

This role is essentially an SMB Customer Success Manager, focused on guiding our small to mid-sized bookkeeping and accounting firm clients through their first 90-100 days. We need a proactive, coachable individual who thrives in a customer-facing environment and is comfortable with a well-defined, individual contributor role. You will be the first point of contact for new customers, ensuring they are set up for long-term success with Double.

What will you be doing?

- Conducting onboarding and training calls with new customers to help them realize value from the product quickly.

- Onboarding Call is 1 hour via Zoom, focused on set up and basic training

- Subsequent Sync calls can be additional setup, training on specific features, team trainings, reviewing updates, etc. (15 min - 45 min typically).

- Managing the implementation process for a portfolio of SMB clients (bookkeeping or accounting firms that serve 10-50 clients monthly) for their first 90-100 days.

- Acting as the primary point of contact for customer inquiries during the onboarding phase, ensuring a high renewal rate (during and post-implementation period). After implementation support period, IS steps back as dedicated rep and customers no longer have a POC at Double.

- Documenting customer feedback and feature requests to inform the product roadmap and improve internal processes.