Senior Strategic Implementation Specialist - Americas

Ashby; San Francisco (CA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Unlimited PTO

Stock Options

$100/month education budget

Twelve weeks fully paid family leave

Job summary

Ashby is seeking a Strategic Implementation Specialist to join their Customer Success organization in San Francisco, California. The successful candidate will manage multiple implementation projects for enterprise customers, ensuring their needs are met through tailored solutions and best practices. Requirements include strong project management skills, technical proficiency in B2B SaaS, and excellent customer-centric communication. Competitive compensation is offered, with a salary range of $120K - $140K, plus benefits including unlimited PTO and stock options.

Qualifications

• Excellent communication skills and a detail-oriented approach.
• Ability to manage multiple complex implementation projects.
• Comfortable working in a remote-first environment.

Responsibilities

• Manage and execute multiple complex implementation and onboarding projects.
• Understand complex B2B SaaS products and their technical intricacies.
• Advise customers on best practices for software usage.

Skills

Project Management

Customer Centricity

Technical Proficiency

Change Management

Critical Thinking

Cross-functional Collaboration

Job description

Overview

Strategic Implementation Specialist position within Ashby’s Customer Success organization. This role is part of the Professional Services team and focuses on end-to-end implementation for new customers, predominantly in the Enterprise segment, to ensure a positive experience and expedited time to value.

Responsibilities

• Implementation & Project Management: Manage and execute multiple complex implementation and onboarding projects concurrently in a high-growth B2B SaaS environment. Define work, align with stakeholders, communicate the project plan, and deliver results per agreed expectations. Maintain milestone progress and operate effectively in a remote-first setting, with travel <10% as needed for strategic customer engagements.
• Technical Proficiency: Understand complex, configurable B2B SaaS products and their technical intricacies, including multi-step workflows, core workflows, and integrations with other systems. Ashby or ATS experience is a plus but not required.
• Customer Centricity: Understand customer needs and tailor implementations to meet requirements. Build strong customer relationships with high engagement and proactive advocacy during the implementation.
• Change Management: Navigate change management processes and help customers adapt to new systems and approaches.
• Best Practices & Recommendations: Advise customers on best practices to ensure optimal value from software usage.
• Critical Thinking & Solutions Orientation: Proactively address opportunities and improve processes through thoughtful, data-informed problem solving.
• Cross-functional Collaboration: Partner 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, ask clarifying questions, and distill complex concepts into simple themes.
• You are a great listener and advocate for the customer to inform internal decision-making.
• You are a problem solver who thrives on innovative, scalable solutions.
• You value process improvement and strive to enhance efficiency and efficacy.
• You are detail-oriented and technically proficient, with a focus on internal operations.
• You are data-driven, using metrics to inform decisions and measure success.
• You are adaptable and comfortable in a fast-paced, evolving environment.
• You enjoy coaching and helping customers grow.

You Might Not Be a Great Fit If

• You prefer an in-person role over remote work.
• You are less interested in customer-facing roles that require both technical and interpersonal skills.
• You are accustomed to defining ideas and strategies but not responsible for their execution.
• You prefer working with a simple product or a point solution rather than larger, integrated platforms.
• You prefer only building rather than building, iterating, and optimizing.

Our Philosophy

• We invest in building best-in-class products and believe a highly differentiated product simplifies selling.
• We offer deep expertise in every customer interaction.
• We value small, talented teams with strong ownership and principled communication.
• We emphasize ownership, thoughtful communication, and deliberate use of the right channels; further details are shared during the hiring process.

The Interview

Our interview process is designed to help you showcase your best self and gain insight into our focus areas.

• 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

• Emphasis on high-quality work and thoughtful, deliberate approaches over quick hacks.
• Opportunity to sell a product that customers are excited about.
• Competitive compensation is offered.
• Stock options with a 10-year exercise window; optioned at your discretion.
• Unlimited PTO with recommended four weeks per year.
• Twelve weeks of fully paid family leave in the US, with potential expansion for other countries.
• Generous budget for equipment, software, and office furniture.
• $100/month education budget with approval for more expensive items (e.g., conferences).

Ashby provides equal employment opportunities (EEO) to all 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: $120K - $140K