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, specifically in the PST or MST timezone!

As a founding member of the High Touch Implementation team and part of our growing Professional Services team within Ashby’s Customer Success organization, you’ll have a unique opportunity to help shape this new implementation offering and uplevel the overall customer experience.

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 about 15 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: You have 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 upon 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: You have experience with complex, multi-module SaaS systems, understand shared configuration and data models, and are comfortable with analytics, conditional logic, and relational data (Ashby knowledge is a plus but not required)
Customer 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 period.
Change Management: You are experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
Best Practices & Recommendations: You take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
Critical 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 problems.
Cross-functional Collaboration: You effectively partner with cross-functional 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. You ask clarifying questions with precision and can distill complex concepts into simple themes.
🎧 You 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 needs.
📈 You are a problem solver. You thrive at solving complex challenges with innovative, scalable solutions.
⚡️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
🔍 Your peers describe you as detail-oriented and technically proficient. You take pride in internal operations.
📊 You are data-driven. You use metrics and analytics to inform decisions and measure success.
🌍 You are adaptable. You can navigate changes in a fast-paced, evolving environment.
🧑‍🏫 You love to coach. You see every teaching moment as an opportunity and are excited to help our customers grow.

You might not be a great fit if:

You bring project management expertise, but rely on other resources to be technical or product subject matter experts 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 we balance a book of business of about 15 implementations at a time
You are accustomed to defining ideas and strategies, yet not responsible for their execution.
You prefer working with a simple product (such as a point solution).
You prefer exclusively to build (rather than build, iterate, optimize).

Our Philosophy

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.
We want to offer deep expertise whenever we interact with prospects and customers.

We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Operating Principles to get a sense of what we are looking for in folks on the team.

The Interview

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

30 min - Recruiter Screen with Talent Team
45 min - Interview with 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

Benefits

You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
You get to sell a product that our prospects & customers are truly excited about.
Competitive compensation is offered.
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.
Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
$100/month education budget with more expensive items (like conferences) covered with manager approval

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.

High Touch Implementation Specialist - Americas - PST