Strategic Implementation Specialist - Americas

About the Role

Join Ashby as a Strategic Implementation Specialist, focusing on guiding new customers, particularly from the Strategic Enterprise segment, through a seamless onboarding journey. Working within our expanding Professional Services team, your role will be crucial in managing comprehensive implementation projects to ensure customers quickly realize the benefits of Ashby’s platform. You will act as a proactive liaison, supporting customers to achieve their targeted outcomes efficiently and effectively.

Key Responsibilities

• Manage and lead multiple complex, concurrent B2B SaaS implementation projects, setting clear plans, collaborating with stakeholders, and ensuring timely delivery aligned with expectations.
• Operate effectively in a remote-first environment with occasional travel (less than 10%) to support strategic clients.
• Apply technical expertise to understand and configure complex SaaS systems featuring multi-step workflows and integrations.
• Develop and nurture strong customer relationships, tailoring implementations to specific needs while maintaining active communication.
• Guide customers through change management processes to facilitate adoption of new software and workflows.
• Advise on best practices to maximize software value and improve customer outcomes.
• Critically analyze customer scenarios to proactively identify and solve problems and enhance implementation practices.
• Collaborate cross-functionally with teams across Customer Success, Sales, Product, Engineering, and Operations to align on progress and goals.

Preferred Candidate Attributes

• Excellent communicator capable of simplifying complex ideas and asking insightful questions.
• Strong listening skills to represent customer voices internally and influence product evolution.
• Innovative problem-solver comfortable tackling multifaceted challenges.
• Process-oriented with a drive to enhance operational efficiency.
• Detail-conscious and technically adept with a commitment to quality internal operations.
• Data-informed decision maker using metrics to guide success measurement.
• Adaptable in fast-changing environments.
• Passionate coach eager to support customer growth through teaching opportunities.

Not Suitable If

• You prefer non-remote, in-person roles.
• You dislike technical and interpersonal customer-facing responsibilities.
• You focus on strategy formulation without involvement in execution.
• You are more comfortable with simple, point-solution products rather than complex platforms.
• You prefer solely creating solutions without iterative improvement.

Our Philosophy

• We prioritize developing best-in-class products, believing product differentiation drives success.
• We deliver deep expertise during customer and prospect interactions.
• We value small, highly skilled teams with strong ownership and principled communication.

Interview Process

• Initial screen by recruiter (30 minutes).
• Interview with the hiring manager (45 minutes).
• Mock call session with two Implementation Specialists (60 minutes).
• Final round including customer adoption discussion with senior CS staff and interviews with VP Customer Success and Head of Professional Services, plus closing questions.

Benefits

• Time and emphasis on high-quality work, avoiding rushed solutions.
• Opportunity to represent an exciting, desirable product.
• Competitive salary range from $120,000 to $185,000 USD annually.
• Stock options exercisable over 10 years without pressure to exercise immediately.
• Unlimited paid time off, with a recommended minimum of four weeks to encourage work-life balance.
• Twelve weeks fully paid family leave for US employees, with plans to extend globally.
• Generous budget for equipment, software, and office furnishings to support productivity and comfort.
• $100 monthly education allowance plus manager-approved funding for conferences and larger educational items.

Equal Opportunity and Hiring Commitment

Ashby embraces diversity and inclusiveness without discrimination and is dedicated to a transparent and fair recruitment process. AI-driven tools may be utilized in candidate screening, assessment, and selection.