Implementation Specialist

About This Role

Leading customers through onboarding, data migration, implementation, and training for small to mid-sized firms is the core of this specialist role. You will 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.

Responsibilities

• 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 your implementation and advisory skills
• Strong attention to detail and pride yourself on accuracy and follow-through