High Touch Implementation Specialist - Americas

Ashby • San Francisco, CA

103d

About The Position

Hi, I’m Daryl and I’m the Manager of High Touch Implementations at Ashby. One of my favorite aspects of Ashby is our operating principle of Continuous Improvement. Coupled with our principle of caring deeply about our customers, we often find ourselves wondering, “What is a better way to accomplish this?”. That’s why I am thrilled to be hiring a High Touch Implementation Specialist! As a founding member of the High Touch Implementation team and part of our growing Professional Services team within Ashby’s Customer Success organization, you’ll have a unique opportunity to help shape this new implementation offering and uplevel the overall customer experience.
About this role:
As an Implementation Specialist aligned to our High Touch segment, you will be responsible for managing and executing the end-to-end implementation of Ashby’s solution for mid-market and smaller enterprise customers. Your book of business will include 12-15 active implementations at a time, each lasting 4-8 weeks. You will work directly with customers to develop and execute implementation plans that ensure a positive customer experience and expedited time to value. Your goal is to support our customers, helping them get up and running swiftly with Ashby so they can achieve their desired outcomes.

Requirements

• Implementation & Project Management: You have extensive experience leading implementation and onboarding projects in high growth B2B SaaS environments, defining scope, aligning stakeholders, communicating project plans, and delivering results against agreed upon expectations. You keep teams on track to meet milestones, work effectively in a remote first setting, and are willing to travel <10% for customer engagements.
• Technical Proficiency: You have experience with complex, multi-module SaaS systems, understand shared configuration and data models, and are comfortable with analytics, conditional logic, and relational data (Ashby knowledge is a plus but not required)
• Customer Centricity: You deeply understand customer needs and tailor implementations to meet their specific requirements. You build strong customer relationships by maintaining high levels of engagement and communication; you’re the customer’s proactive guide and advocate throughout the implementation period.
• Change Management: You are experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
• Best Practices & Recommendations: You take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
• Critical Thinking & Solutions Orientation: You proactively address thematic customer opportunities and improve our processes accordingly. You don’t rely on ‘I’ve seen this done,’ but instead think critically to solve problems.
• Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects & customers are truly excited about.
• Competitive compensation is offered.
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed