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Implementation Specialist

3 months ago

San Francisco, United States Ashby Full time $110,000 - $140,000
Job DescriptionJob Description

Hi I'm Kyra, Ashby's Head of Strategic Customer Success. 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 our second Implementation Specialist  As a founding member of our Professional Services team (within Ashby’s Customer Success organization), you’ll have the opportunity to facilitate a streamlined customer onboarding through programmatic efforts, ultimately up-leveling the overall customer experience.

About this role:

As our Implementation Specialist, you will be responsible for managing and executing the end-to-end implementation of Ashby’s solution for many of our new customers.  You will work directly with customers in our High Touch (predominantly mid-market) segment, developing and executing implementation plans to 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 ultimately achieve their desired outcomes.

Role requirements:

  • Implementation & Project Management: You have extensive experience managing and executing implementation and onboarding projects (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed upon expectations).  You keep the team on track to ensure milestones are met.

  • Customer Centricity: You are adept at understanding customer needs and tailoring 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.

  • Technical Proficiency: You have a solid understanding of a complex product (ideally Ashby) and its technical intricacies; you are technically curious and creative.

  • Best Practices & Recommendations: You take pride in advising customers on best practices specific to their usage of software to ensure optimal value.

  • Innovative & Principled: 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 could be a great fit if:

  • 📣 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 might not be a great fit if:

  • You prefer an in-person role over remote.

  • You are less interested in customer-facing roles that require both technical and interpersonal skills.

  • 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

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

  • 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.

  • 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.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

The Interview

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

  • 30 min - Recruiter Screen with Talent Team

  • 45 min - Interview with Head of Strategic CS

  • Practical Exercise

  • Final Round:

    • 45-60 min - Interview with Head of Startup CS & Implementation Specialist

    • 45-60 min - Interview with Head of Contract Management & Head of Support

    • 30 min - Interview with VP of Customer Success

    • 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

Ashby’s success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We’re being deliberate about building that environment from the ground up. I hope that excites you enough to apply.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Compensation Range: $110K - $140K