Mid-Market Implementation Specialist - EMEA

About the role

HIGH TOUCH IMPLEMENTATION SPECIALIST

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 https://www.ashbyhq.com/blog/culture/ashbys-operating-principles#8---implement-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!

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 High Touch 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 15-20 active implementations at a time, each lasting 8-10 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.

Requirements

• 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

• 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

• 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.

• 📣 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.

• 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 15-20+ 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).

Responsibilities

1. 1

   Manage and execute the end-to-end implementation of Ashby's solution for mid-market and smaller enterprise customers

2. 2

   Carry a book of business of 15-20 active implementations at a time, each lasting 8-10 weeks

3. 3

   Work directly with customers to develop and execute implementation plans that ensure a positive customer experience and expedited time to value

4. 4

   Support customers in getting up and running swiftly with Ashby so they can achieve their desired outcomes

5. 5

   Define scope, align stakeholders, communicate project plans, and deliver results against agreed upon expectations

6. 6

   Keep teams on track to meet milestones and work effectively in a remote first setting

7. 7

   Tailor implementations to meet specific customer requirements and act as the customer's proactive guide and advocate throughout the implementation period

8. 8

   Navigate change management processes and help customers adapt to new systems and a refreshed approach

9. 9

   Advise customers on best practices specific to their usage of software to ensure optimal value

10. 10

    Proactively address thematic customer opportunities and improve processes accordingly

Benefits & perks

• 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.
• 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 😅
• 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