Implementation Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the customer implementation journey: Oversee comprehensive implementation projects for small to mid-sized accounts, creating and managing project plans, tracking milestones, and ensuring timely completion of deliverables while escalating complexities as necessary.

• Engage with multiple stakeholders: Collaborate primarily with firm administrators and key users to align priorities, clarify roles, and maintain momentum throughout the implementation process.

• Conduct structured onboarding: Lead kickoff meetings, configuration sessions, and training sessions utilizing established frameworks and playbooks, tailoring delivery to meet customer requirements.

• Offer professional guidance: Advise customers on Karbon best practices for workflow setup and daily usage, assisting firms in establishing efficient and repeatable processes.

• Support change management: Assist customers in preparing their teams for new processes, reinforcing adoption, and addressing common questions or resistance during the implementation phase.

• Ensure data accuracy: Aid customers in importing contacts and work items, using Excel and other tools to guarantee precision and completeness.

• Identify and mitigate risks: Track project progress and proactively flag potential delays or challenges related to adoption, escalating risks to senior team members when necessary.

• Collaborate internally: Work closely with Sales, Customer Success, Product, and Support teams to facilitate smooth customer transitions and gather valuable feedback.

• Provide measurable value: Support customers in achieving early wins and milestones that showcase value and lay the groundwork for long-term success with Karbon.

• Leverage AI in daily implementation tasks, including ChatGPT licenses and AI-driven workflow automations, to enhance project planning, customer communication, and process optimization.

⛳️ Requirements

• 2-4+ years of experience in B2B SaaS Implementations.

• Proven experience with end-to-end technical implementations.

• Ability to manage multiple customer projects simultaneously with clear priorities and effective organization.

• Enjoy customer-facing roles and feel confident facilitating meetings and training sessions with administrators and end users.

• Excellent communication and presentation skills, capable of translating technical concepts into clear, actionable guidance.

• Consultative and inquisitive, receptive to feedback, and eager to enhance implementation and advisory skills.

• Strong attention to detail with a commitment to accuracy and follow-through.

• Comfortable working with data and systems, ensuring integrity throughout migrations and configurations.

• Adaptable and resilient, thriving in environments where processes and priorities are subject to change.

• Able to work remotely and manage time independently.

🏝️ Benefits

• Up to 5 weeks of paid vacation per year.

• Comprehensive benefits package, including fully employer-paid:

• Medical, prescription, and paramedical services.

• Dental coverage.

• Vision insurance.

• Life insurance.

• $500 annual healthcare spending account.

• Flexible work hours.

• Work-from-home allowance.

• Generous parental leave.

• Opportunity to work with and learn from an experienced, high-performing team.

• Be part of a rapidly growing company that strongly believes in promoting high performers from within.

• A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback.