Mid-Market Implementation Specialist - Americas (East)

Ashby • ,

4d • $120,000 - $159,000 • Remote

About The Position

As a member of the Mid-Market 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. As an Implementation Specialist aligned to our Mid-Market 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 about 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

• Extensive experience leading implementation and onboarding projects in high growth B2B SaaS environments.
• Experience defining scope, aligning stakeholders, communicating project plans, and delivering results against agreed upon expectations.
• Experience keeping teams on track to meet milestones.
• Experience working effectively in a remote first setting.
• Willingness to travel <10% for customer engagements.
• Experience with complex, multi-module SaaS systems.
• Understanding of shared configuration and data models.
• Comfort with analytics, conditional logic, and relational data.
• Deep understanding of customer needs and ability to tailor implementations to meet their specific requirements.
• Ability to build strong customer relationships by maintaining high levels of engagement and communication.
• Experience in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
• Ability to advise customers on best practices specific to their usage of software to ensure optimal value.
• Proactive approach to addressing thematic customer opportunities and improving processes.
• Critical thinking skills to solve problems.
• Effective partnership with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations.
• Clear communication skills.
• Ability to ask clarifying questions with precision and distill complex concepts into simple themes.
• Strong listening skills.
• Problem-solving skills.
• Eagerness to improve processes and workflows.
• Detail-oriented and technically proficient.
• Data-driven approach, using metrics and analytics to inform decisions and measure success.
• Adaptability to navigate changes in a fast-paced, evolving environment.
• Coaching ability and excitement to help customers grow.

Nice To Haves

• Ashby knowledge is a plus but not required.

Responsibilities

• Managing and executing the end-to-end implementation of Ashby’s solution for Mid-Market and smaller enterprise customers.
• Developing and executing implementation plans that ensure a positive customer experience and expedited time to value.
• Supporting customers to get up and running swiftly with Ashby so they can achieve their desired outcomes.
• 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.
• Keeping teams on track to meet milestones.
• Working effectively in a remote first setting.
• Understanding customer needs and tailoring implementations to meet their specific requirements.
• Building strong customer relationships by maintaining high levels of engagement and communication.
• Navigating change management processes and helping customers adapt to new systems and a refreshed approach.
• Advising customers on best practices specific to their usage of software to ensure optimal value.
• Proactively addressing thematic customer opportunities and improving processes accordingly.
• Partnering with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.
• Asking clarifying questions with precision and distilling complex concepts into simple themes.
• Acting as the voice of the customer to internal stakeholders.
• Solving complex challenges with innovative, scalable solutions.
• Improving processes and workflows to enhance efficiency and efficacy.
• Taking pride in internal operations.
• Using metrics and analytics to inform decisions and measure success.
• Navigating changes in a fast-paced, evolving environment.
• Coaching customers and seeing every teaching moment as an opportunity.

Benefits

• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $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