Senior Strategic Implementation Specialist, Americas (PST)

Hi! I’m Morgan, the Manager of Strategic Implementations here at Ashby. Our customers are at the center of everything we do, and that’s especially true during implementation. We take pride in being responsive, collaborative partners who focus not just on delivery, but on doing things thoughtfully. This role plays a critical part in ensuring our new customers start off with a strong foundation and a clear path forward. I’m thrilled to be hiring our next Implementation Specialist, specifically in the PST time zone. As part of our growing Professional Services team within Ashby’s Customer Success organization, you’ll play a key role early in the customer journey—ultimately helping to elevate the entire customer experience.

About this role:

As our Implementation Specialist, you will be responsible for managing and executing the end-to-end implementation of Ashby’s solution for many of our new customers. You will 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. 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 managing and executing several complex implementation and onboarding projects concurrently in a high-growth B2B SaaS org (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed-upon expectations). You keep the team on track to ensure milestones are met. You work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements.
• Technical Proficiency: You have a strong understanding of complex, configurable B2B SaaS products and their technical intricacies. By "complex", we mean platforms with multi-step workflows, supporting several core workflows, and integrations with other systems. You're technically curious and creative. Ashby or ATS experience is a plus, 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.
• 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, asking clarifying questions with precision and distilling complex concepts into simple themes.
• You are a great listener, acting as the voice of the customer to internal stakeholders.
• You thrive at solving complex challenges with innovative, scalable solutions.
• You are eager to improve processes and workflows to enhance efficiency and efficacy.
• Your peers describe you as detail-oriented, technically proficient, and proud of internal operations.
• You are data-driven, using metrics and analytics to inform decisions and measure success.
• You are adaptable and can navigate changes in a fast-paced, evolving environment.
• You love to coach and see every teaching moment as an opportunity to help customers grow.

Interview Process:

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Hiring Manager
• 60 min - Mock Call with 2 Implementation Specialists
• Final Round:
  • 30 min - Customer Adoption with Head of Dedicated CS & Strategic CSM
  • 30 min - Interview with VP of Customer Success & Head of PS
  • 10 min - Closing Questions with Hiring Manager

Benefits & Perks:

• Competitive compensation and stock options with a 10-year exercise window.
• Unlimited PTO (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 support.