Senior Strategic Implementation Specialist (Americas, EST)

Ashby; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Education budget

Unlimited PTO

Family leave (12 weeks) behind the job

Stock option window (10 years)

Job summary

Ashby is seeking an Implementation Specialist to lead end-to-end onboarding for new customers. You will craft implementation plans, coordinate with Customer Success, Sales, Product, and Engineering, and drive successful outcomes in a fast-growing B2B SaaS environment.

In this role you will advise on best practices, manage complex projects with cross-functional teams, and ensure customers achieve rapid time-to-value while adapting to new systems in a remote-first setting. Travel <10% as needed.

Qualifications

• Extensive experience managing end-to-end implementation and onboarding projects in a high-growth B2B SaaS environment.
• Experience in change management processes and helping customers adapt to new systems.
• Ability to distill complex concepts into simple, actionable guidance for customers and internal teams.
• Data-driven thinker who uses metrics to inform decisions and measure success.
• Strong collaboration across Customer Success, Sales, Product, Engineering, and Operations.

Responsibilities

• Manage and execute end-to-end implementation of Ashby's solution for new customers.
• Develop and execute implementation plans for Enterprise segment to ensure positive customer experience.
• Provide best practices recommendations to optimize customer value and time-to-value.

Skills

Implementation experience

Project management

Cross-functional collaboration

Customer-centric

Strong communication

Change management

Data-driven

Technical proficiency

Remote-first work

Travel <10%

Tools

ATS experience

Job description

• 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

Benefits

• $100/month education budget with more expensive items (like conferences) covered with manager approval
• 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

You are adaptable. You can navigate changes in a fast-paced, evolving environmentYou love to coach. You see every teaching moment as an opportunity and are excited to help our customers growBest Practices & Recommendations: You take pride in advising customers on best practices specific to their usage of software to ensure optimal valueChange Management: You are experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approachYou know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacyYou demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themesYour peers describe you as detail-oriented and technically proficient. You take pride in internal operationsYou are data-driven. You use metrics and analytics to inform decisions and measure successImplementation & 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 engagementsCritical 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 problemsCross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progressYou are a problem solver. You thrive at solving complex challenges with innovative, scalable solutionsCustomer 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 periodYou 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 needsTechnical 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