Implementation Specialist

Summary

Join Ashby as an Implementation Specialist and manage end-to-end implementation of their solution for new customers, primarily in the enterprise segment. You will work directly with customers, developing and executing implementation plans to ensure a positive experience and quick time to value. This role requires extensive experience in implementation and project management, a customer-centric approach, and strong technical proficiency. You will collaborate with cross-functional teams and leverage data to inform decisions and measure success. The ideal candidate is a clear communicator, a great listener, a problem solver, detail-oriented, and adaptable to a fast-paced environment. Ashby values high-quality work and offers a supportive work environment.

Requirements

• You have extensive experience managing and executing implementation and onboarding projects (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed upon expectations)
• Work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements
• You are adept at understanding customer needs and tailoring implementations to meet their specific requirements
• 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
• You are experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach
• You have a solid understanding of a complex product (ideally Ashby) and its technical intricacies; you are technically curious and creative
• Don’t rely on ‘I’ve seen this done,’ but instead think critically to solve problems

Responsibilities

• Manage and execute the end-to-end implementation of Ashby’s solution for many of our new customers
• 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
• Support our customers, helping them get up and running swiftly with Ashby so they can achieve their desired outcomes
• Keep the team on track to ensure milestones are met
• Take pride in advising customers on best practices specific to their usage of software to ensure optimal value
• Proactively address thematic customer opportunities and improve our processes accordingly
• Effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress

Preferred Qualifications

• Demonstrate clear communication
• Ask clarifying questions with precision and can distill complex concepts into simple themes
• Are a great listener
• 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
• Are a problem solver
• Thrive at solving complex challenges with innovative, scalable solutions
• Know process matters
• Are eager to improve processes and workflows to enhance efficiency and efficacy
• Your peers describe you as detail-oriented and technically proficient
• Take pride in internal operations
• Are data-driven
• Use metrics and analytics to inform decisions and measure success
• Are adaptable
• Can navigate changes in a fast-paced, evolving environment
• Love to coach
• See every teaching moment as an opportunity and are excited to help our customers grow

Benefits

• Unlimited PTO with four weeks is recommended per year
• Twelve weeks of fully paid family leave in the US
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Competitive compensation is offered
• 10-year exercise window for stock options
• Generous equipment, software, and office furniture budget