Mid-Market Implementation Specialist - Americas (East)

Hi, I’m Daryl and I’m the Manager of Mid-Market Implementations at Ashby. One of my favorite aspects of Ashby is our operating principle of Continuous Improvement. Coupled with our principle of caring deeply about our customers, we often find ourselves wondering, “What is a better way to accomplish this?” That’s why I am thrilled to be hiring a Mid-Market Implementation Specialist, specifically in the EST or CST timezone.

About the role

As a member of the Mid-Market Implementation team and part of our growing Professional Services team within Ashby’s Customer Success organization, you’ll have a unique opportunity to help shape this new implementation offering and uplevel the overall customer experience.

As an Implementation Specialist aligned to our Mid-Market segment, you will be responsible for managing and executing the end-to-end implementation of Ashby’s solution for Mid-Market and smaller enterprise customers. Your book of business will include about 15 active implementations at a time, each lasting 4-8 weeks. You will work directly with customers to develop and execute implementation plans that 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.

Responsibilities

• Lead implementation and onboarding projects in high-growth B2B SaaS environments, defining scope, aligning stakeholders, communicating project plans, and delivering results against agreed-upon expectations.
• Keep teams on track to meet milestones, work effectively in a remote-first setting, and travel <10% for customer engagements.
• Develop and execute implementation plans tailored to customer needs, ensuring a positive experience and expedited time to value.
• Build strong customer relationships through high levels of engagement and communication, acting as the customer’s proactive guide and advocate.
• Navigate change management processes, helping customers adapt to new systems and approaches.
• Advise customers on best practices specific to their software usage to ensure optimal value.
• Proactively address thematic customer opportunities and improve internal processes.
• Collaborate cross-functionally with Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

Requirements

• 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, analytics, conditional logic, and relational data (Ashby knowledge is a plus).
• Strong customer-centric approach, tailoring implementations to meet specific customer requirements.
• Experience in change management and helping customers adapt to new systems.
• Ability to advise on best practices and ensure optimal software usage.
• Critical thinking and solutions-oriented mindset, proactively addressing challenges.
• Effective cross-functional collaboration with various teams.

Skills

• Clear communication: Ask clarifying questions with precision and distill complex concepts into simple themes.
• Active listening: Act as the voice of the customer to internal stakeholders, ensuring offerings evolve with customer needs.
• Problem-solving: Thrive at solving complex challenges with innovative, scalable solutions.
• Process improvement: Eager to enhance processes and workflows for efficiency and efficacy.
• Detail-oriented and technically proficient: Pride in internal operations and technical accuracy.
• Data-driven: Use metrics and analytics to inform decisions and measure success.
• Adaptability: Navigate changes in a fast-paced, evolving environment.
• Coaching mindset: See every teaching moment as an opportunity to help customers grow.

You might not be a great fit if

• You rely on other resources to be the technical or product subject matter expert during implementations.
• You prefer managing shorter implementations of less than 30 days.
• You typically manage only a few simultaneous implementations at a time (this role balances about 15 at once).
• You are accustomed to defining ideas and strategies but not responsible for their execution.
• You prefer working with simple products (e.g., point solutions).
• You prefer exclusively building rather than iterating and optimizing.

Our Philosophy

Here are a few key points relevant to the go-to-market side:

• We spend a lot of time building best-in-class products, believing a highly differentiated product is easier to sell.
• We aim to offer deep expertise in every interaction with prospects and customers.
• We believe small teams of talented people deliver better performance than large teams and compensate accordingly.
• We value ownership, principled thinking over experience, and thoughtful communication.

Benefits

• Emphasis on high-quality work, avoiding quick hacks.
• Competitive compensation.
• 10-year exercise window for stock options.
• Unlimited PTO with a recommended four weeks per year.
• Twelve weeks of fully paid family leave in the U.S.
• Generous equipment, software, and office furniture budget.
• $100/month education budget, with additional coverage for conferences and larger expenses.

Pay

Compensation range: $120,000 - $159,000