Senior Strategic Implementation Specialist - Americas (West)

Ashby • ,

11d • $140,000 - $185,000 • Remote

About The Position

As our Implementation Specialist, you will be responsible for managing and executing the end-to-end implementation of Ashby’s solution for many of our new customers. You will work directly with customers in our Strategic (predominantly Enterprise) segment, developing and executing implementation plans to 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. This role plays a critical part in ensuring our new customers start off with a strong foundation and a clear path forward. As part of our growing Professional Services team within Ashby’s Customer Success organization, you’ll play a key role early in the customer journey—ultimately helping to elevate the entire customer experience.

Requirements

• Extensive experience managing and executing several complex implementation and onboarding projects concurrently in a high-growth B2B SaaS org.
• Ability to travel <10% as needed for strategic customer engagements.
• Strong understanding of complex, configurable B2B SaaS products and their technical intricacies.
• Technically curious and creative.
• Deep understanding of customer needs.
• Experience in navigating change management processes.
• Experience in advising customers on best practices specific to their usage of software.
• Proactively address thematic customer opportunities and improve our processes accordingly.
• Ability to think critically to solve problems.
• Effective partnering with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations.
• Clear communication skills.
• Ability to ask clarifying questions with precision.
• Ability to distill complex concepts into simple themes.
• Great listening skills.
• Problem-solving skills.
• Eagerness to improve processes and workflows.
• Detail-oriented.
• Technically proficient.
• Data-driven approach.
• Adaptability.
• Coaching ability.

Nice To Haves

• Ashby or ATS experience is a plus, not required.

Responsibilities

• Managing and executing the end-to-end implementation of Ashby’s solution for new customers.
• Working directly with customers in the Strategic (predominantly Enterprise) segment.
• Developing and executing implementation plans to ensure a positive customer experience and expedited time to value.
• Supporting customers to get up and running swiftly with Ashby to achieve their desired outcomes.
• Managing and executing several complex implementation and onboarding projects concurrently in a high-growth B2B SaaS organization.
• Defining the work, aligning with stakeholders, communicating the project plan, and delivering results in accordance with agreed-upon expectations.
• Keeping the team on track to ensure milestones are met.
• Working effectively in a remote-first setting.
• Understanding complex, configurable B2B SaaS products and their technical intricacies.
• Tailoring implementations to meet specific customer requirements.
• Building strong customer relationships by maintaining high levels of engagement and communication.
• Acting as the customer’s proactive guide and advocate throughout the implementation period.
• 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 to help them grow.

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: Senior
• Education Level: No Education Listed