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Billing & Payments Adoption Manager

Karbon

Karbon

Remote
Posted on Tuesday, July 9, 2024

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

As an Adoption Manager, you will be responsible for product adoption within our new Billing and Payments division, demonstrating Karbon’s value and communicating the compelling reason to change. You will play a key role in ensuring the successful implementation and adoption of our billing and payments solutions for customers. This function will be responsible for educating customers on the functionalities, benefits, and applications of our products, troubleshooting issues, and ensuring a smooth transition and positive user experience. Picture a world where our customers are not just satisfied but thriving, renewing their partnerships with us, and engaged with our products and services.

In this collaborative role, you will forge strong alliances with our Sales and Product teams to provide feedback and contribute to the development of our products. You will help our customers to achieve their desired business goals. With your strong analytical skills, problem-solving prowess, and bias for action, you'll thrive in this fast-paced role where no two days are the same.

About You

We are seeking a self-motivated individual who excels in a dynamic and rapidly growing environment. The ability to multitask, leverage modern software to automate tasks, set and adjust priorities, and be a team-player is critical. If you are hungry to learn and enjoy being a part of a high-performance team where authenticity and passion for action are valued, Karbon is your future home.

Responsibilities

  • Conduct training sessions and webinars for customers to educate them on how to use our billing and payments systems effectively.
  • Assist with the setup and configuration of our billing and payments solutions in customer environments, ensuring alignment with their business needs.
  • Act as the customer advocate, gathering customer feedback and collaborating with the product development team to guide new features and enhancements.
  • Work with our Customer Enablement team to develop comprehensive documentation, FAQs, and resource materials to aid customers in understanding and using our system.
  • Monitor the adoption rates and usage statistics of customers, and develop strategies to achieve a payment volume quota.
  • Collaborate globally to support key accounts by delivering best practices and integration recommendations.
  • Drive cross functional and unified customer experience using technical, communication, and collaboration skills to help customers achieve full potential of their Karbon solutions.
  • Understand customer use cases and identify opportunities for prescribing adoption guidance and workshops to further adoption and consumption.
  • Collaborate with our Customer Success, Global Support, Education, Services, Product, and Sales teams to drive outcome-focused value to our customers.
  • Develop and maintain an in-depth knowledge of Karbon’s products and services.
  • Develop and maintain an in-depth knowledge of expense reporting and accounting practices.
  • Drive adoption of additional features as they are released.
  • Respond to customers promptly, uncover pain points, and tailor presentations to demonstrate how Karbon will help them to achieve their business goals.
  • Demonstrate how Karbon's value proposition aligns with customer requirements.

Required Skills:

  • 3 + years of experience in a customer facing, revenue generating role.
  • 1+ years of experience selling a SaaS product to existing customers (small and medium-sized businesses).
  • Ability to listen, earn trust, and consult with customers.
  • Ability to effectively manage time to maximize revenue results.
  • Ability/desire to consistently meet and exceed goals.
  • Strong problem-solving skills: you can learn about a problem, create a recommended data-first approach, and design a strategy based on what you learn.
  • The ability to move from ideation to execution: you have a bias toward action, move to test approaches quickly, can synthesize what you learn, and iterate.
  • Experience working cross-functionally: you build collaborative relationships with your cross-functional partners. You understand other teams’ priorities, how they overlap with ours, how to stay aligned, and how to keep projects moving.
  • The ability to keep projects on track with and without hard deadlines.
  • Ability to provide and receive feedback and deliver constructive feedback up, down, and laterally.
  • Excellent written and verbal communication skills.
  • Experience with customer adoption in the B2B SaaS space.
  • Team player with a strong work ethic who is self-motivated and driven by results.
  • The technical aptitude to master our tools/tech stack.
  • A friendly, but assertive demeanor.
  • Passionate about customers and value realization.

Preferred Skills:

  • 3+Customer Success Management experience or similar role in the tech industry.
  • 3+ years of knowledge and experience with user adoption or organizational change methodologies and principles.
  • Bonus points if you have previous experience selling and/or implementing payment solutions or software which includes a robust billing and payments module.

Why work at Karbon?

  • Gain global experience across Australia, New Zealand, UK, and Canada
  • Strong benefits package including:
    • Flexible Time Off with an encouraged 4 weeks use per year
    • Company paid medical for you and eligible spouse/partner and dependents
    • Paid dental and vision and eligible spouse/partner and dependents
    • 401(k) with company matching
    • Flexible Spending Account
    • Up to 8 weeks paid parental leave
    • Work-from-home stipend
  • Work with (and learn from) an experienced, high-performing team
  • A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
  • Be part of a fast-growing company that firmly believes in promoting high performers from within

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

When we look for talent to join our team, we want unique, creative, and amazing people that align with values, and help us build a world-class product and company.

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!