Product Specialist
About the Role
The Product Specialist sits at the intersection of customer success, - implementation, product, and sales. You'll be the person firms rely on to get live successfully, stay on track, and get the most out of ModernPM. You'll also be a critical voice in shaping what we build next.
This is a high-ownership role. You'll manage firm onboardings end-to-end, hold clients and internal teams accountable to cutover deadlines, and be the product expert in the room, whether that's a demo call with a prospect or a feedback session with a power user.
What You'll Do
Implementation & Onboarding
- Lead structured onboarding engagements for new CPA firm customers, managing 12-week implementation plans from kickoff through go-live
- Own timeline accountability — keeping clients and internal stakeholders aligned to milestones and surfacing risks early
- Assist firms with data verification and migration validation to ensure a clean cutover from legacy systems
- Serve as the primary point of contact during implementation, building trust and confidence at every stage
Support & Triage
- Handle inbound support requests with urgency and empathy, diagnosing issues and escalating to engineering when needed
- Document bugs and product gaps as structured tickets with clear reproduction steps and business context
- Identify patterns in support issues and bring them forward as product improvement opportunities
Product Feedback & Roadmap
- Capture and synthesize customer feedback into actionable input for the product roadmap
- Participate in roadmap discussions, representing the voice of the customer and the practical realities of firm operations
- Beta test new features and provide grounded feedback before release
Sales Support
- Deliver compelling product demonstrations to prospective customers, tailoring the narrative to each firm's pain points and current system frustrations
- Serve as the product expert on sales calls alongside the commercial team
- Help prospects understand the implementation process and build confidence in the transition path
What You Bring
Hands-on experience with CPA firm practice management systems— you've worked with CCH Axcess Practice, Practice Engine, Iris, Star, or a comparable platform and know their strengths and frustrations firsthand
Deep understanding of the CPA firm business model— billing structures, realization rates, WIP, time entry workflows, client lifecycle, and the rhythms of busy season
Strong project management instincts — you follow through, hit deadlines, and know how to hold others accountable without damaging the relationship
Excellent communicator — comfortable presenting to firm partners, training staff, and writing clear documentation
Detail-oriented, especially when it comes to data — you can spot when something doesn't add up and know how to investigate it
Comfortable working in a fast-moving startup environment where priorities shift and ownership is broad
Nice to Have
Prior experience in a customer success, implementation, or consulting role at a practice management or accounting software company
Experience creating Loom videos or other screen-recorded instructional content
Familiarity with project tracking tools (Linear, Jira, or similar)
