Senior Implementation Specialist

About the Role:

As a Senior Implementation Specialist at Karbon, you’ll serve as the trusted guide for our largest customers, leading them through onboarding, data migration, implementation, and training. You’ll act as the project manager, consultant, and change management coach, ensuring customers achieve rapid time-to-value and long-term success on the Karbon platform.

As a Senior Implementation Specialist, you will...

• Own the customer implementation journey: Act as the project manager for enterprise accounts, building and maintaining detailed project plans, tracking milestones, and ensuring all deliverables are completed on time.
• Communicate across multiple stakeholders: Partner with executive sponsors, firm administrators, and end users to align priorities, clarify responsibilities, and drive accountability.
• Facilitate structured onboarding: Lead kickoff meetings, consultative process reviews, configuration workshops, and training sessions tailored to firm needs.
• Provide professional guidance: Advise customers on best practices in workflow design, firm operations, and change management to maximize adoption and business impact.
• Coach through change management: Help firms prepare their teams for new processes, encouraging adoption and managing resistance.
• 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: Spot early warning signs of delays or adoption issues and proactively intervene to keep projects on track.
• Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback.
• Deliver measurable value: Drive outcomes that demonstrate ROI for customers and set them up 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 3-5+ years of experience in B2B SaaS Implementations
• You have 2+ years of end-to-end technical implementation experience
• You are experienced in project management and comfortable managing multiple customer projects simultaneously.
• You thrive in customer-facing environments, facilitating workshops and executive-level conversations with confidence.
• You have excellent communication and presentation skills, capable of translating technical concepts into clear, actionable steps.
• You are consultative by nature, with the humility to listen and the confidence to challenge firms to rethink their processes.
• You have a 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 resilient and adaptable, thriving in dynamic environments where change is constant.
• 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.