Implementation Specialist

About Northwind Robotics Northwind Robotics is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List. About the Role: As an Implementation Specialist, you will lead customers through onboarding, data migration, implementation, and training for small to mid-sized firms. You’ll act as a trusted partner during the implementation phase, supporting customers as they adopt Northwind Robotics and ensuring they achieve rapid time-to-value and long-term success on the Northwind Robotics platform. As an Implementation Specialist, you will... 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 Northwind Robotics 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 Northwind Robotics . 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 2-4+ years of experience in B2B SaaS Implementations You have experience with end-to-end technical implementations You are comfortable managing multiple customer projects simultaneously with clear priorities and organization. You enjoy customer-facing work and are confident in facilitating meetings and training sessions with administrators and end users. You have strong communication and presentation skills and can translate technical concepts into clear, actionable guidance. You are consultative and curious, open to feedback, and eager to grow your implementation and advisory skills. You have 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 adaptable and resilient, thriving in environments where processes and priorities continue to evolve. 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 Northwind Robotics . Why work at Northwind Robotics ? Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines Excellent benefits package including: Paid Flexible Time Off with an encouraged 3 weeks use per year Company paid medical for you and eligible spouse/partner and dependents Company paid dental and vision and eligible spouse/partner and dependents Fully company funded short and long term disability Fully company paid life insurance 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 pro