At a Glance
- Tasks: Lead customer onboarding and implementation for our innovative AI-powered software.
- Company: Join Karbon, a global leader in AI practice management software for accounting firms.
- Benefits: Enjoy flexible work hours, generous vacation, and wellness days.
- Other info: Be part of a diverse, high-performing team with great growth opportunities.
- Why this job: Make a real impact by helping firms adopt cutting-edge technology.
- Qualifications: 2-4+ years in B2B SaaS implementations and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
About Karbon
Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognised with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.
About the Role:
As an Implementation Specialist, you will lead customers through onboarding, data migration, implementation, and training for small to mid-sized firms. You’ll act as a trusted partner during the implementation phase, supporting customers as they adopt Karbon and ensuring they achieve rapid time-to-value and long-term success on the Karbon platform.
As an Implementation Specialist, you will:
- 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.
About You
- You have 2-4+ years of experience in B2B SaaS Implementations.
- You have experience with end-to-end technical implementations.
- You are comfortable managing multiple customer projects simultaneously with clear priorities and organisation.
- You enjoy customer-facing work and are confident in facilitating meetings and training sessions with administrators and end users.
- You have strong communication and presentation skills and can translate technical concepts into clear, actionable guidance.
- You are consultative and curious, open to feedback, and eager to grow your implementation and advisory skills.
- You have strong attention to detail and pride yourself on accuracy and follow-through.
- You enjoy working with data and systems, ensuring integrity throughout migrations and configuration.
- You are adaptable and resilient, thriving in environments where processes and priorities continue to evolve.
- You are comfortable working remotely and managing your time independently.
Bonus points if you have:
- 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.
Why work at Karbon?
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines.
- Flexible work hours.
- Commuter & work from home benefits.
- Home office equipment menu for you to choose how you deck out your home office.
- Cultural and offsite events.
- Learning and development opportunities.
- Generous parental leave.
- Performance based and globally benchmarked pay.
- Employee Assistance Program.
- Up to 10 wellness days (because you don't need to be "sick" to stay well).
- Karbon Fun / Social Club!
- Up to 5 weeks paid vacation.
- Work with (and learn from) an experienced, high-performing team.
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback.
- Be part of a fast-growing company that firmly believes in promoting high performers from within.
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 people.support@karbonhq.com 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!
Implementation Specialist employer: Karbon
Karbon is an exceptional employer that values innovation and collaboration, providing a dynamic remote work environment for its Implementation Specialists. With a strong focus on employee growth, you will have access to ongoing training and development opportunities, while being part of a supportive culture that encourages the sharing of ideas and best practices. Join us in transforming the accounting industry with AI-powered solutions, where your contributions will make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Implementation Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Karbon. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Karbon before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Implementation Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Karbon:Your cover letter is your chance to shine! Tell us why you want to work at Karbon specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Karbon!
How to prepare for a job interview at Karbon
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
