Implementation Specialist

About Our ClientBookkeepers today often struggle with Excel and makeshift solutions. This company offers an all-in-one tool to streamline workload management, client communication, error identification, and report generation. Launched in 2021, it has secured $6M in seed funding and supports thousands of bookkeepers and accountants across the U.S. It's rapidly growing and seeks someone to be the first point of contact for small to mid-sized firms.What You'll Do- Conduct onboarding calls with prospective customers, train them to utilize the product, and facilitate quick value realization.- Ensure that all technical implementation and account setup steps are completed for each onboarding account.- Collaborate with Account Executives to identify any potential issues that could prevent a prospect from subscribing.- Maintain a high conversion rate from Free Trial to subscribed customers (80-85%).- Proactively reach out to accounts to ensure they meet their goals and promptly handle any inbound support inquiries.- Create customer education materials, including recording video feature overviews, updating product documentation, and writing user guides as needed.- Document best practices and assist the team in refining internal processes to reduce friction and better support customer success.- Monitor trending feature requests and identify areas for product improvement, documenting and sharing customer feedback to guide the product roadmap.Who You Are- 2-3 years of experience in a customer-facing role at an early-stage SaaS startup.- Strong ability to convey complex concepts in a clear and concise manner, both in written and verbal form.- Exceptional attention to detail, thoughtfulness, and a customer-centric approach.- A passion for process improvement, documentation, and enhancing operational efficiencies.- Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot, and/or Salesforce.- Previous experience in accounting or finance is preferred; a strong interest in learning about the field is required.Benefits- Competitive pay and equity.- Unlimited PTO.- Health, dental, and vision insurance.