A
Mid-Market Implementation Specialist - EMEA
Contract type
Ongoing
Work mode
Remote
Experience
3 years
Job description
An Implementation Specialist on Ashby's Mid-Market Implementation team, responsible for managing end-to-end implementations of Ashby's solution for mid-market and smaller enterprise customers. The role carries a book of 15-20 active implementations at a time, each lasting 8-10 weeks.
At a glance
- Employment
- Full-time
- Work mode
- Remote
What you'll do
- Manage and execute the end-to-end implementation of Ashby's solution for mid-market and smaller enterprise customers
- Work directly with customers to develop and execute implementation plans that ensure a positive customer experience and expedited time to value
- Define scope, align stakeholders, communicate project plans, and deliver results against agreed upon expectations
- Keep teams on track to meet milestones
- Tailor implementations to meet customers' specific requirements
- Maintain high levels of engagement and communication as 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
- Advise customers on best practices specific to their usage of software
- Proactively address thematic customer opportunities and improve processes accordingly
- Partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress
What we're looking for
- Extensive experience leading implementation and onboarding projects in high growth B2B SaaS environments
- Experience with complex, multi-module SaaS systems, understanding shared configuration and data models
- Comfortable with analytics, conditional logic, and relational data
- Deep understanding of customer needs
- Experience navigating change management processes
- Clear communication: ask clarifying questions with precision and distill complex concepts into simple themes
- Great listener, serving as the voice of the customer to internal stakeholders
- Problem solver who thrives at solving complex challenges with innovative, scalable solutions
- Eager to improve processes and workflows to enhance efficiency and efficacy
- Detail-oriented and technically proficient
- Data-driven: use metrics and analytics to inform decisions and measure success
- Adaptable in a fast-paced, evolving environment
- Love to coach and help customers grow
- Willing to travel <10% for customer engagements
- Work effectively in a remote first setting
Nice to have
- Ashby knowledge
Your team
Mid-Market Implementation team, part of the Professional Services team within Ashby's Customer Success organization
A growing Professional Services team within Ashby's Customer Success organization, shaping a new implementation offering
Benefits
- Competitive compensation is offered
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended per year
- Generous equipment, software, and office furniture budget
- $100/month education budget with more expensive items (like conferences) covered with manager approval
- Time to do things the right way, with emphasis on high quality work
How to get hired
- 130 min - Recruiter Screen with Talent Team
- 245 min - Interview with the Manager of High Touch Implementations
- 360 min - Mock Call with Strategic Implementation Specialist and High Touch Implementation Specialist
- 4Final Round: 30 min - Cross-Functional Interview with Head of Professional Services
- 530 min - Product Complexity Interview with VP of Customer Success
- 630 min - Customer Adoption & Enablement with Manager of High Touch Customer Success and a High Touch Customer Success Manager
- 710 min - Closing Questions with Hiring Manager
Apply
About Ashby
Key facts
- Operating principle of Continuous Improvement
- Operating principle of caring deeply about customers
- Small teams with very talented people
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended per year
What they value
- Continuous Improvement
- Caring deeply about customers
- Strong sense of ownership
- Principled thinking over experience
- Thoughtful communication