Mid-Market Implementation Specialist

Who you are

• 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

What the job involves

• 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
• 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

The application process

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Manager of High Touch Implementations
• 60 min- Mock Call with Strategic Implementation Specialist and High Touch Implementation Specialist
• Final Round:
• 30 min - Cross-Functional Interview with Head of Professional Services
• 30 min - Product Complexity Interview with VP of Customer Success
• 30 min - Customer Adoption & Enablement with Manager of High Touch Customer Success and a High Touch Customer Success Manager
• 10 min - Closing Questions with Hiring Manager

Benefits

• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave
• 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
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval