Implementation Specialist

Salary: $110K - $140K Location Type: Remote Employment Type: FullTime

Position Overview

Hi! I’m Morgan, the Implementation Manager 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. 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

• Extensive experience managing and executing implementation and onboarding projects (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed upon expectations).
• Ability to keep the team on track to ensure milestones are met.
• Effective work in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements.

Customer Centricity

• Adept at understanding customer needs and tailoring implementations to meet their specific requirements.
• Ability to build strong customer relationships by maintaining high levels of engagement and communication; acting as the customer’s proactive guide and advocate throughout the implementation period.

Change Management

• Experience in navigating change management processes and helping customers adapt to new systems and a refreshed approach.

Technical Proficiency

• Solid understanding of a complex product (ideally Ashby) and its technical intricacies.
• Technically curious and creative.

Best Practices & Recommendations

• Pride in advising 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 our processes accordingly.
• Ability to think critically to solve problems, rather than relying on past methods.

Cross-functional Collaboration

• 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: Ask clarifying questions with precision and distill complex concepts into simple themes.
• Are a great listener: See your role as the voice of the customer to internal stakeholders to ensure offerings evolve with customer needs.
• Are a problem solver: Thrive at solving complex challenges with innovative, scalable solutions.
• Know process matters: Eager to improve processes and workflows to enhance efficiency and efficacy.
• Are detail-oriented and technically proficient: Take pride in internal operations.
• Are data-driven: Use metrics and analytics to inform decisions and measure success.
• Are adaptable: Can navigate changes in a fast-paced, evolving environment.
• Love to coach: See every teaching moment as an opportunity and are excited to help customers grow.

You Might Not Be a Fit If: