Implementation Specialist

DoubleBookkeepers 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.What You'll DoConduct onboarding calls with prospective customers, train them to use the product, and help them realize value quicklyEnsure that all technical implementation and account set-up steps have been completed for each account that you onboardCoordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to DoubleMaintain 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 mannerCreate customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessaryKeep 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 roadmapWho You AreAccounting/bookkeeping experience is required; exceptional candidates from adjacent fields who demonstrate a strong aptitude and genuine enthusiasm for the space will be considered.2-3 years of experience in a customer-facing role at an early-stage SaaS startupAbility to articulate complex concepts in a simple, straightforward manner, both in written and verbal communicationKeen attention to detail, thoughtfulness, and a customer-centric mindsetKnack and passion for process improvement, documentation, and increasing operational efficienciesFamiliarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or SalesforceBenefitsCompetitive pay and equityUnlimited PTOHealth, dental, and vision insurance401k planDouble provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.