Implementation Specialist

Summary

Join Ashby as an Implementation Specialist and manage the 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

• Manage and execute 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)
• Keep the team on track to ensure milestones are met
• Work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements
• Understand customer needs and tailor implementations to meet their specific requirements
• Build strong customer relationships by maintaining high levels of engagement and communication; be the customer’s proactive guide and advocate throughout the implementation period
• Navigate change management processes and help customers adapt to new systems and a refreshed approach
• Have a solid understanding of a complex product (ideally Ashby) and its technical intricacies; be technically curious and creative
• Advise customers on best practices specific to their usage of software to ensure optimal value
• Proactively address thematic customer opportunities and improve our processes accordingly
• Think critically to solve problems
• Partner effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress

Responsibilities

• Manage and execute the end-to-end implementation of Ashby’s solution for new customers
• Work directly with customers in the Strategic (predominantly Enterprise) segment
• Develop and execute implementation plans to ensure a positive customer experience and expedited time to value
• Support customers, helping them get up and running swiftly with Ashby so they can achieve their desired outcomes

Preferred Qualifications

• Demonstrate clear communication
• Ask clarifying questions with precision and distill complex concepts into simple themes
• Be 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
• Be a problem solver
• Thrive at solving complex challenges with innovative, scalable solutions
• Know that process matters
• Be eager to improve processes and workflows to enhance efficiency and efficacy
• Be detail-oriented and technically proficient
• Take pride in internal operations
• Be data-driven
• Use metrics and analytics to inform decisions and measure success
• Be adaptable
• Navigate changes in a fast-paced, evolving environment
• Love to coach
• See every teaching moment as an opportunity and be 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