Senior Strategic Implementation Specialist - Americas

Implementation and Project Management: you bring extensive experience running several complex implementation and onboarding projects at the same time in a high-growth B2B SaaS organization, covering scoping the work, stakeholder alignment, communicating the project plan, and delivering results

Technical Proficiency: you have a strong grasp of complex, configurable B2B SaaS products and the technical detail behind them, where complex means platforms with multi-step workflows that support several core workflows and connect to other systems, and you are technically curious

Customer Centricity: you understand customer needs deeply and shape implementations around their specific requirements, building strong relationships through sustained engagement and communication while serving as the customer's proactive guide and advocate

Change Management: you have experience leading change management processes and helping customers adjust to new systems and a fresh approach

Best Practices and Recommendations: you take pride in guiding customers toward best practices for how they use the software so they achieve optimal value

Critical Thinking and Solutions Orientation: you address recurring customer opportunities proactively and improve our processes as a result, relying on critical thinking rather than simply repeating what you have seen done before

Cross-functional Collaboration: you partner effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress

You communicate clearly, ask precise clarifying questions, and break complex ideas down into simple themes

You are a strong listener and see your role as the voice of the customer to internal stakeholders so our offerings keep evolving with customer needs

You are a problem solver who thrives on complex challenges and innovative, scalable solutions

You understand that process matters and are eager to sharpen processes and workflows for better efficiency and effectiveness

Your peers describe you as detail oriented and technically capable, and you take pride in internal operations

You are data driven and use metrics and analytics to guide decisions and measure success

You are adaptable and can move through change in a fast-paced, evolving environment

You enjoy coaching and treat every teaching moment as a chance to help our customers grow

This role is a fit if you prefer working in person rather than remotely

This role is not a fit if you are less interested in customer-facing roles that combine technical and interpersonal skills

This role is not a fit if you are used to defining ideas and strategies but not being responsible for executing them

This role is not a fit if you prefer working with a simple product such as a point solution

Owning and carrying out the full end-to-end implementation of Ashby's solution for a large group of our newest customers

Partnering directly with customers in our Strategic segment, which is mostly Enterprise accounts

Designing and running implementation plans that deliver a positive customer experience and speed up time to value

Helping customers get up and running quickly with Ashby so they can reach the outcomes they are aiming for

Scoping the work, getting stakeholders aligned, sharing the project plan, and delivering against the expectations that were agreed

Keeping the team moving so that milestones land on time

Customizing implementations so they fit each customer's specific requirements

Creating strong customer relationships through consistent, high levels of engagement and communication

Acting as the customer's proactive guide and advocate across the implementation period

Guiding change management processes and supporting customers as they adopt new systems and a refreshed approach

Recommending best practices tailored to how each customer uses the software so they get maximum value

Spotting recurring customer opportunities proactively and improving our processes in response