Senior Strategic Implementation Specialist

Who you are

• 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
• 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

• 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, specifically in the CST or EST time zone
• 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
• 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

The application process

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Hiring Manager
• 60 min- Mock Call with 2 Implementation Specialists
• Final Round:
• 30 min - Customer Adoption with Head of Dedicated CS & one of our Strategic CSMs
• 30 min - Interview with VP of Customer Success & Head of PS
• 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