Strategic Implementation Specialist - EMEA

Strategic Implementation Specialist - EMEA

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. 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 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: Strong understanding of complex, configurable B2B SaaS products and their technical intricacies. This includes 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: Adept at understanding customer needs and tailoring implementations to meet their specific requirements. Build strong customer relationships by maintaining high levels of engagement and communication; be the customer’s proactive guide and advocate throughout the implementation period.
• Change Management: Experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
• 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 our processes accordingly. Think critically to solve problems.
• 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 can distill complex concepts into simple themes.
• You are a great listener, seeing your role as the voice of the customer to internal stakeholders so we can ensure offerings continue to evolve in accordance with customer needs.
• You are a problem solver who thrives at solving complex challenges with innovative, scalable solutions.
• You know process matters and are eager to improve processes and workflows to enhance efficiency and efficacy.
• Your peers describe you as detail-oriented and technically proficient, taking pride in internal operations.
• You are data-driven, using metrics and analytics to inform decisions and measure success.
• You are adaptable, able to navigate changes in a fast-paced, evolving environment.
• You love to coach, seeing every teaching moment as an opportunity and are excited to help customers grow.

You Might Not Be a Great Fit If

• You prefer an in-person role over remote.
• You are less interested in customer-facing roles that require both technical and interpersonal skills.
• You are accustomed to defining ideas and strategies, yet not responsible for their execution.
• You prefer working with a simple product (such as a point solution).
• You prefer exclusively to build (rather than build, iterate, optimize).

Our Philosophy

We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell. We want to offer deep expertise whenever we interact with prospects and customers. We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

The Interview

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Morgan (Hiring Manager) + Head of Professional Services
• 60 min - Mock Call with 2 Implementation Specialists
• Final Round:
• 30 min - Customer Adoption with Head of Dedicated Customer Success & one of our Strategic CSMs
• 30 min - Interview with VP of Customer Success
• 10 min - Closing Questions with Hiring Manager

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects & customers are truly excited about.
• Competitive compensation is offered.
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby — do it when you feel financially comfortable.
• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Key skills/competency

• Strategic Implementation Specialist
• Project Management
• B2B SaaS
• Customer Success
• Onboarding
• Technical Proficiency
• Change Management
• Customer Centricity
• Cross-functional Collaboration
• Problem Solving