Strategic Implementation Specialist - Americas

Ashby • San Francisco, CA

102d • Remote

About The Position

Strategic Implementation Specialist
Hi! I’m Morgan, the Implementation Manager here at Ashby. Our customers are at the center of everything we do, and that’s especially true during implementation. We take pride in being responsive, collaborative partners who focus not just on delivery, but on doing things thoughtfully. This role plays a critical part in ensuring our new customers start off with a strong foundation and a clear path forward. I’m thrilled to be hiring our next Implementation Specialist. 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.
About this role:
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.

Requirements

• Implementation & Project Management: You have extensive experience managing and executing several complex implementation and onboarding projects concurrently in a high-growth B2B SaaS org (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed-upon expectations). You keep the team on track to ensure milestones are met. You work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements.
• Technical Proficiency: You have a strong understanding of complex, configurable B2B SaaS products and their technical intricacies. By "complex", we mean platforms with multi-step workflows, supporting several core workflows, and integrations with other systems. You're technically curious and creative. Ashby or ATS experience is a plus, 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.

Nice To Haves

• You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes.
• You are a great listener. You see your role as the voice of the customer to internal stakeholders so we can ensure that our offerings continue to evolve in accordance with customer needs.
• You are a problem solver. You thrive at solving complex challenges with innovative, scalable solutions.
• You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
• Your peers describe you as detail-oriented and technically proficient. You take pride in internal operations.
• You are data-driven. You use metrics and analytics to inform decisions and measure success.
• You are adaptable. You can navigate changes in a fast-paced, evolving environment.
• You love to coach. You see every teaching moment as an opportunity and are excited to help our customers grow.

Responsibilities

• Managing and executing the end-to-end implementation of Ashby’s solution for many of our new customers.
• Working 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.
• Supporting our customers, helping them get up and running swiftly with Ashby so they can achieve their desired outcomes.

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