Implementation Manager/Director

About the role

At Dualentry, we are on a mission to revolutionize the finance sector with our innovative AI-driven ERP system designed to automate accounting processes for businesses. The Implementation Manager/Director will play a pivotal role in overseeing the deployment of our ERP solutions while cultivating strong relationships with our clients. This position is essential for ensuring that our customers experience seamless onboarding and sustained satisfaction throughout their journey with us. You will also have the opportunity to influence our product development and establish best practices that enhance customer success in a dynamic and fast-paced environment.

Key facts

What you'll do

• Oversee the entire lifecycle of ERP implementations, ensuring that projects are completed on time and that customer relationships are nurtured for long-term success.
• Provide exceptional onboarding experiences, ensuring that clients transition smoothly to our system and achieve successful go-live outcomes.
• Work closely with the founders, as well as product and engineering teams, to gather customer feedback that will inform product enhancements and new features.
• Create and enhance implementation strategies, procedures, and operational standards to improve efficiency and effectiveness.
• Redefine the standards for outstanding customer success in the ERP space, setting benchmarks for the industry.
• Analyze customer data and feedback to drive initiatives that enhance user adoption and overall satisfaction with our solutions.
• Act as a trusted advisor to clients, helping them navigate challenges and maximize the value they receive from our ERP system.
• Develop training materials and resources that empower clients to utilize our software to its fullest potential.
• Monitor project progress and customer satisfaction metrics, making adjustments as necessary to ensure optimal outcomes.
• Collaborate with cross-functional teams to align customer needs with business objectives and product capabilities.
• Lead workshops and training sessions for clients, ensuring they are well-equipped to use our ERP system effectively.
• Foster a culture of continuous improvement within the customer experience team, encouraging innovative approaches to client engagement.

Requirements

• A proactive attitude and a strong work ethic, demonstrating a high level of personal initiative.
• Minimum of 7 years of experience in ERP implementations, functional consulting, or roles within accounting or advisory services.
• Comprehensive knowledge of ERP systems, financial workflows, and best practices in implementation.
• Strong customer service skills with a genuine passion for addressing complex challenges.
• Proven ability to excel in a fast-paced, startup environment where ownership and accountability are key.
• Excellent communication and interpersonal skills, enabling effective collaboration with clients and internal teams.

Nice to have

• A background in accounting or auditing, with a CPA certification or experience at a Big 4 firm being particularly advantageous.
• Familiarity with project management methodologies and tools to enhance implementation efficiency.
• Experience in training or mentoring teams on ERP systems and customer success strategies.

Skills & tools

• Proficient in accounting principles and practices.
• Knowledgeable in audit processes and compliance standards.
• Experienced with various ERP systems and their functionalities.
• Familiarity with CPA standards and practices.

Practical notes

• We offer visa sponsorship and permanent residency support for qualified candidates.
• Relocation assistance is available for employees moving to New York City.
• Our benefits package includes comprehensive medical, dental, and vision insurance, One Medical membership, mental health resources through Talkspace, and fertility and family-building support via Kindbody.
• Employees also have access to virtual healthcare services through Teladoc Health, a 401(k) retirement plan, commuter benefits, and a dedicated budget for learning and development.
• We provide unlimited AI tokens and opportunities for AI skills development to keep our team at the forefront of technology.
• Our flexible paid time off policy includes 27 days, which encompasses public holidays.
• At Dualentry, we promote a collaborative in-office culture, complete with snacks, beverages, and regular team-building events to foster a sense of community.