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Mid-Market Implementation Specialist – Americas, East
Job Description:
- Manage and execute end-to-end implementations of Ashby’s solution for mid-market and smaller enterprise customers
- Manage a book of approximately 15 active implementations at a time
- Lead implementations lasting approximately 4–8 weeks
- Work directly with customers to develop and execute implementation plans
- Ensure positive customer experiences and expedited time to value
- Help customers get up and running quickly with Ashby and achieve desired outcomes
- Define scope, align stakeholders, communicate project plans, and deliver against agreed expectations
- Keep implementation teams on track to meet milestones
- Navigate change management and help customers adapt to new systems and approaches
- Advise customers on software usage best practices
- Proactively address thematic customer opportunities and improve processes
- Partner with Customer Success, Sales, Product, Engineering, and Operations
- Serve as the customer’s guide, advocate, and voice to internal stakeholders
- Use metrics and analytics to inform decisions and measure success
- Coach and teach customers throughout implementations
Requirements:
- At least 2 years of experience owning implementations for a complex SaaS product
- Extensive experience leading implementation and onboarding projects in high-growth B2B SaaS environments
- Experience defining scope, aligning stakeholders, communicating project plans, and delivering against agreed expectations
- Ability to keep teams on track to meet milestones in a remote-first setting
- Willingness to travel less than 10% for customer engagements
- Experience with complex, multi-module SaaS systems
- Understanding of shared configuration and data models
- Comfort with analytics, conditional logic, and relational data
- Ashby knowledge is a plus but not required
- Experience navigating change management processes
- Ability to advise customers on software best practices
- Ability to think critically and solve problems with innovative, scalable solutions
- Ability to collaborate cross-functionally with Customer Success, Sales, Product, Engineering, and Operations
- Clear communication and ability to distill complex concepts into simple themes
- Strong listening and customer advocacy skills
- Detail-oriented and technically proficient
- Data-driven approach using metrics and analytics
- Adaptability in a fast-paced, evolving environment
- Ability and enthusiasm to coach customers
Benefits:
- Competitive compensation
- Equity / stock options with a 10-year exercise window
- Unlimited PTO; four weeks recommended per year
- Twelve weeks of fully paid family leave in the US
- Generous equipment, software, and office furniture budget
- $100/month education budget
- More expensive educational items such as conferences covered with manager approval
- High-quality work environment emphasizing doing things the right way
- Product customers and prospects are truly excited about
- Small teams with talented people and appropriate compensation
