High Touch Implementation Specialist
Hi, I'm Daryl and I'm the Manager of High Touch Implementations at Ashby.
One of my favorite aspects of Ashby is our operating principle of Continuous Improvement.
Coupled with our principle of caring deeply about our customers, we often find ourselves wondering, "What is a better way to accomplish this?"
That's why I am thrilled to be hiring a High Touch Implementation Specialist!
About This Role
As an Implementation Specialist aligned to our High Touch 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 ***** 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.
Role Requirements
Implementation & Project Management: 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 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: Experience with complex, multi-module SaaS systems, understanding shared configuration and data models, and comfort with analytics, conditional logic, and relational data (Ashby knowledge is a plus but not required).
Customer Centricity: Deep understanding of customer needs and tailoring implementations to meet specific requirements.
Building 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: Experience navigating change management processes and helping customers adapt to new systems and a refreshed approach.
Best Practices & Recommendations: Pride in advising customers on best practices specific to their usage of software to ensure optimal value.
Critical Thinking & Solutions Orientation: Proactive addressing of thematic customer opportunities and improving processes accordingly, thinking critically to solve problems.
Cross-functional Collaboration: Effective partnership with stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.
You Could Be a Great Fit If
You demonstrate clear communication, asking clarifying questions with precision and can distill complex concepts into simple themes.
You are a great listener, seeing your role as the voice of the customer to internal stakeholders to ensure offerings evolve according to customer needs.
You thrive at solving complex challenges with innovative, scalable solutions.
You recognize that process matters and are eager to improve processes and workflows to enhance efficiency and efficacy.
You are detail-oriented and technically proficient, taking pride in internal operations.
You are data-driven, using metrics and analytics to inform decisions and measure success.
You are adaptable, able to navigate changes in a fast-paced, evolving environment.
You love to coach, seeing every teaching moment as an opportunity and being excited to help customers grow.
You Might Not Be a Great Fit If
You bring project management expertise but rely on others for technical or product subject matter during implementations.
You prefer managing shorter implementations of less than 30 days.
You typically manage only a few simultaneous implementations at a time; this segment moves with urgency and requires a book of ***** implementations.
You are accustomed to defining ideas and strategies but are not responsible for their execution.
You prefer working with a simple product rather than a complex solution.
You prefer exclusively building without iterating or optimizing.
Our Philosophy
We spend a lot of time building best-in-class products because we believe a highly differentiated product is easier to sell.
We want to offer deep expertise whenever we interact with prospects and customers.
We strongly believe that small teams with talented people and the right environment deliver better performance than larger headcounts, and we hire and compensate accordingly.
Benefits
Time to do things the right way, emphasizing high-quality work over quick hacks.
The opportunity to sell a product that prospects and customers are truly excited about.
Competitive compensation.
10-year exercise window for stock options; no pressure to purchase if you leave.
Unlimited PTO with a recommendation of four weeks per year.
Twelve weeks of fully paid family leave in the US, with expansion planned for other countries as appropriate.
Generous equipment, software, and office furniture budget.
$100 per month education budget, with coverage of larger items with manager approval.
Interview Process
30 min – Recruiter Screen with Talent Team
45 min – Interview with the 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
Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
Compensation Range: £70K – £85K
#J-*****-Ljbffr