Mid-Market Implementation Specialist - Americas (East)

Mid-Market Implementation Specialist - East

As a member of the Mid-Market 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 Mid-Market 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.

Role requirements:

• Implementation & Project Management: Extensive experience leading implementation and onboarding projects in high growth B2B SaaS environments, defining scope, aligning stakeholders, communicating project plans, and delivering results. Willing to travel <10% for customer engagements.
• Technical Proficiency: Experience with complex, multi-module SaaS systems, shared configuration, data models, analytics, conditional logic, and relational data.
• Customer Centricity: Deep understanding of customer needs, tailoring implementations to meet specific requirements, and building strong customer relationships as a proactive guide and advocate.
• Change Management: Experienced in navigating change management processes and helping customers adapt to new systems.
• Best Practices & Recommendations: Ability to advise customers on best practices specific to software usage to ensure optimal value.
• Critical Thinking & Solutions Orientation: Proactively addressing thematic customer opportunities and improving processes.
• Cross-functional Collaboration: Partnering effectively with Customer Success, Sales, Product, Engineering, and Operations.

The Interview Process:

• 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:

• Competitive compensation and stock options with a 10-year exercise window.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with conference coverage.