Strategic Implementation Specialist

Strategic Implementation Specialist at Ashby

I’m Morgan, the Implementation Manager here at Ashby. Our customers are at the center of everything we do, especially during implementation. We pride ourselves on being responsive, collaborative partners focused not just on delivery, but on thoughtful execution. This Strategic Implementation Specialist role is critical in ensuring our new customers establish a strong foundation and a clear path forward. 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 elevating the entire customer experience.

As our Strategic Implementation Specialist, you will manage and execute the end-to-end implementation of Ashby’s solution for many 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 primary goal is to support our customers, helping them get up and running swiftly with Ashby to 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 organization. This includes defining the work, aligning with stakeholders, communicating project plans, and delivering results according to agreed-upon expectations. You keep teams on track to meet milestones and work effectively in a remote-first setting, with the ability to travel less than 10% as needed for strategic customer engagements.
• Technical Proficiency: You possess a strong understanding of complex, configurable B2B SaaS products and their technical intricacies. This refers to platforms with multi-step workflows, supporting several core workflows, and integrations with other systems. You are technically curious and creative. Prior experience with Ashby or ATS is a plus but 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, acting as 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 refreshed approaches.
• Best Practices & Recommendations: You excel at advising customers on best practices specific to their software usage to ensure optimal value.
• Critical Thinking & Solutions Orientation: You proactively address thematic customer opportunities and improve our processes accordingly. You think critically to solve problems rather than relying solely on past solutions.
• 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, seeing your role as the voice of the customer to internal stakeholders to ensure our offerings evolve with customer needs.
• 📈 You are a problem solver, thriving at solving complex challenges with innovative, scalable solutions.
• ⚡️ You know process matters, 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 to help our customers grow.

Our Philosophy

We spend significant time building best-in-class products, believing that a highly differentiated product is easier to sell. We aim to offer deep expertise in all interactions with prospects and customers. We strongly believe that small teams of highly talented people, with the right work environment, deliver much better performance than large teams, and we hire and compensate accordingly. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication, which we will discuss during the hiring process.

Key skills/competency

• Implementation Management
• Project Management
• B2B SaaS
• Customer Success
• Change Management
• Technical Acumen
• Stakeholder Alignment
• Process Improvement
• Critical Thinking
• Customer Relationships