Implementation Specialist

Double•New York City, NY

About The Position

About Double (Formerly Keeper) Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients. Double is on a mission to change that. With our all-in-one tool, bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions. Founded in 2021, Double has raised $12M in funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more. Double currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US. We're bringing on dozens of new customers each month – you will be the first point of contact for small to mid-sized firms looking to start their journey with Double.

Requirements

2-3 years of experience in a customer-facing role at an early-stage SaaS startup
Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
Keen attention to detail, thoughtfulness, and a customer-centric mindset
Knack and passion for process improvement, documentation, and increasing operational efficiencies
Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce
Accounting/finance experience is preferred; interest in learning the space is required

Responsibilities

Conduct onboarding calls with prospective customers, train them to use the product, and help them realize value quickly
Ensure that all technical implementation and account set-up steps have been completed for each account that you onboard
Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double
Maintain a high renewal rate after initial three month implementation period (80-85%)
Proactively reach out to accounts to ensure they're continuing to reach their goals and respond to any inbound support inquiries in a timely manner
Create customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessary
Document best practices and help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed
Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap