High Touch Implementation Specialist - Americas
P2P, San Francisco, CA, United States
High Touch Implementation Specialist
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.
About This Role
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.
Role Requirements
Implementation & Project Management : 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. Keep teams on track to meet milestones, work effectively in a remote‑first setting, and are willing to travel
Technical Proficiency : Experience with complex, multi‑module SaaS systems, understanding shared configuration and data models, and comfort with analytics, conditional logic, and relational data (Ashby knowledge is a plus but not required).
Customer Centricity : Deeply understand customer needs and tailor implementations to meet their specific requirements. 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 : Experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
Best Practices & Recommendations : Take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
Critical Thinking & Solutions Orientation : Proactively address thematic customer opportunities and improve our processes accordingly. Think critically to solve problems rather than relying on precedent.
Cross‑functional Collaboration : Partner effectively with cross‑functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.
You Could Be a Great Fit If
Demonstrate clear communication. Ask clarifying questions with precision and distill complex concepts into simple themes.
Great listener. Serve as the voice of the customer to internal stakeholders to ensure offerings evolve with customer needs.
Problem solver. Thrive at solving complex challenges with innovative, scalable solutions.
Know process matters. Eager to improve processes and workflows to enhance efficiency and efficacy.
Detail‑oriented and technically proficient. Take pride in internal operations.
Data‑driven. Use metrics and analytics to inform decisions and measure success.
Adaptable. Navigate changes in a fast‑paced, evolving environment.
Love to coach. See every teaching moment as an opportunity and excited to help customers grow.
You Might Not Be a Great Fit If
Bring project management expertise but rely on other resources to be technical or product subject‑matter experts during implementations.
Prefer managing shorter implementations of less than 30 days.
Typically manage only a few simultaneous implementations at a time — this segment moves with urgency and balances a book of about 15 implementations.
Accustomed to defining ideas and strategies, yet not responsible for their execution.
Prefer working with a simple product (such as a point solution).
Prefer exclusively to build rather than build, iterate, optimize.
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 U.S. 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.
Equal Employment Opportunity
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: $120K - $140K
#J-18808-Ljbffr
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.
About This Role
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.
Role Requirements
Implementation & Project Management : 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. Keep teams on track to meet milestones, work effectively in a remote‑first setting, and are willing to travel
Technical Proficiency : Experience with complex, multi‑module SaaS systems, understanding shared configuration and data models, and comfort with analytics, conditional logic, and relational data (Ashby knowledge is a plus but not required).
Customer Centricity : Deeply understand customer needs and tailor implementations to meet their specific requirements. 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 : Experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
Best Practices & Recommendations : Take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
Critical Thinking & Solutions Orientation : Proactively address thematic customer opportunities and improve our processes accordingly. Think critically to solve problems rather than relying on precedent.
Cross‑functional Collaboration : Partner effectively with cross‑functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.
You Could Be a Great Fit If
Demonstrate clear communication. Ask clarifying questions with precision and distill complex concepts into simple themes.
Great listener. Serve as the voice of the customer to internal stakeholders to ensure offerings evolve with customer needs.
Problem solver. Thrive at solving complex challenges with innovative, scalable solutions.
Know process matters. Eager to improve processes and workflows to enhance efficiency and efficacy.
Detail‑oriented and technically proficient. Take pride in internal operations.
Data‑driven. Use metrics and analytics to inform decisions and measure success.
Adaptable. Navigate changes in a fast‑paced, evolving environment.
Love to coach. See every teaching moment as an opportunity and excited to help customers grow.
You Might Not Be a Great Fit If
Bring project management expertise but rely on other resources to be technical or product subject‑matter experts during implementations.
Prefer managing shorter implementations of less than 30 days.
Typically manage only a few simultaneous implementations at a time — this segment moves with urgency and balances a book of about 15 implementations.
Accustomed to defining ideas and strategies, yet not responsible for their execution.
Prefer working with a simple product (such as a point solution).
Prefer exclusively to build rather than build, iterate, optimize.
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 U.S. 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.
Equal Employment Opportunity
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: $120K - $140K
#J-18808-Ljbffr