Mid-Market Implementation Specialist - EMEA

High Touch Implementation Specialist

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 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 15-20 active implementations at a time, each lasting 8-10 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 and data models, analytics, conditional logic, and relational data.
• Customer Centricity: Deeply understand customer needs and tailor implementations to meet specific requirements, acting as the customer’s proactive guide and advocate.
• Change Management: Experienced in navigating change management processes and helping customers adapt to new systems.
• Best Practices & Recommendations: Advise customers on best practices specific to their usage of software to ensure optimal value.
• Critical Thinking & Solutions Orientation: Proactively address thematic customer opportunities and improve processes accordingly.
• Cross-functional Collaboration: Effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations.

The Interview Process

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