High Touch Implementation Specialist- EMEA

Requisitos y responsabilidades

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About this role:

Implementation & Project Management: You have extensive experience leading implementation and onboarding projects in high growth B2B SaaS environments, defining scope, aligning stakeholders, communicating project plans, and delivering results against agreed upon expectations. You keep teams on track to meet milestones, work effectively in a remote first setting, and are willing to travel <10% for customer engagements.
Technical Proficiency: You have experience with complex, multi-module SaaS systems, understand shared configuration and data models, and are comfortable with analytics, conditional logic, and relational data (Ashby knowledge 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; you’re 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 a refreshed approach.
Best Practices & Recommendations: You take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
Critical Thinking & Solutions Orientation: You proactively address thematic customer opportunities and improve our processes accordingly. You don’t rely on ‘I’ve seen this done,’ but instead think critically to solve problems.
Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

About this role:

📣 You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes.
🎧 You are a great listener. You see your role as the voice of the customer to internal stakeholders so we can ensure that our offerings continue to evolve in accordance with customer needs.
📈 You are a problem solver. You thrive at solving complex challenges with innovative, scalable solutions.
⚡️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
🔍 Your peers describe you as detail-oriented and technically proficient. You take pride in internal operations.
📊 You are data-driven. You use metrics and analytics to inform decisions and measure success.
🌍 You are adaptable. You can navigate changes in a fast-paced, evolving environment.
🧑‍🏫 You love to coach. You see every teaching moment as an opportunity and are excited to help our customers grow.

About this role:

You bring project management expertise, but rely on other resources to be technical or product subject matter experts during implementations.
You prefer managing shorter implementations of less than 30 days.
You typically manage only a few simultaneous implementations at a time. This segment moves with urgency and we balance a book of business from 20-25 implementations at a time
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.

Our Philosophy

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.

The Interview

30 min - Recruiter Screen with Talent Team
45 min - Interview with the Manager, of High Touch Implementations
60 min- Mock Call with Strategic Implementation Specialist and High Touch Implementation Specialist
Final Round:30 min - Cross-Functional Interview with Head of Professional Services30 min - Product Complexity Interview with VP of Customer Success30 min - Customer Adoption & Enablement with Manager of High Touch Customer Success and a High Touch Customer Success Manager10 min - Closing Questions with Hiring Manager
30 min - Cross-Functional Interview with Head of Professional Services
30 min - Product Complexity Interview with VP of Customer Success
30 min - Customer Adoption & Enablement with Manager of High Touch Customer Success and a High Touch Customer Success Manager
10 min - Closing Questions with Hiring Manager

Details

30 min - Cross-Functional Interview with Head of Professional Services
30 min - Product Complexity Interview with VP of Customer Success
30 min - Customer Adoption & Enablement with Manager of High Touch Customer Success and a High Touch Customer Success Manager
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

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