What are the responsibilities and job description for the Manager of Implementation & Services position at Karbon?
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 16 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 this role
The Manager 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, always reaching time to first value
- 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 :
Bonus points if you have :
Other Competencies :
Why Work at Karbon?
As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.
The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location / cost of living in that location, years of experience, skills, and other business needs.
It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!
The estimated base salary range for this role is :
110,000-$150,000 USD
Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!
We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.
Generally, if you are a good person, we want to talk to you.
If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [redacted] for a confidential discussion.
At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!
Salary : $110,000 - $150,000
