High Touch Implementation Specialist - Americas

Hi, I’m Daryl and I’m the Manager of High Touch Implementations at Ashby. 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 a High Touch Implementation Specialist! As a founding member of the High Touch 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 up-level 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 about 15 active implementations at a time, each lasting 4-8 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.

• 📣 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 of about 15 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).

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. You can take a look at our Operating Principles to get a sense of what we are looking for in folks on the team.

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 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 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