Implementation Specialist

About the role

Own the customer implementation journey: Manage end-to-end implementation projects for small to mid-sized accounts, building and maintaining project plans, tracking milestones, and ensuring deliverables are completed on time, escalating complexity as needed.

Communicate across multiple stakeholders: Partner primarily with firm administrators and key users to align priorities, clarify responsibilities, and maintain momentum throughout the implementation.

Facilitate structured onboarding: Lead kickoff meetings, configuration sessions, and training sessions using established frameworks and playbooks, adapting delivery to customer needs.

Provide professional guidance: Guide customers on Karbon best practices for workflow setup and day-to-day usage, helping firms establish efficient and repeatable processes.

Coach through change management: Help customers prepare their teams for new processes, reinforce adoption, and address common questions or resistance during implementation.

Ensure data integrity: Support customers in importing contacts and work items, leveraging Excel and other tools to ensure accuracy and completeness.

Identify and mitigate risks: Monitor project progress and flag potential delays or adoption challenges early, escalating risks to senior team members when appropriate.

Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback.

Deliver measurable value: Help customers achieve early wins and milestones that demonstrate value and set the foundation for long-term success with Karbon.

Use AI in day-to-day implementation work, including ChatGPT licenses and AI-driven workflow automations, to support project planning, customer communications, and process optimization.

Requirements

• 2-4+ years of experience in B2B SaaS Implementations
• Experience with end-to-end technical implementations
• Comfortable managing multiple customer projects simultaneously with clear priorities and organization
• Enjoy customer-facing work and are confident in facilitating meetings and training sessions with administrators and end users
• Strong communication and presentation skills and can translate technical concepts into clear, actionable guidance
• Consultative and curious, open to feedback, and eager to grow implementation and advisory skills
• Strong attention to detail and pride yourself on accuracy and follow-through
• Enjoy working with data and systems, ensuring integrity throughout migrations and configuration
• Adaptable and resilient, thriving in environments where processes and priorities continue to evolve
• Comfortable working remotely and managing your time independently

Bonus points

• Experience in the accounting or tax industry
• Previous experience with workflow, accounting, or project management software
• Background in software onboarding or enterprise implementations
• Knowledge of change management frameworks
• Experience in a startup or high-growth SaaS environment
• Deep knowledge and hands-on experience using Karbon