High Touch Implementation Specialist - Americas - PST

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. That’s why I am thrilled to be hiring a High Touch Implementation Specialist in the PST or MST timezone. 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 uplevel 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 fifteen active implementations at a time, each lasting four to eight 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 on 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; serve as the customer’s proactive guide and advocate throughout the implementation period. Change Management : Experience 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 the software to ensure optimal value. Critical Thinking & Solutions Orientation : Proactively address thematic customer opportunities and improve processes. Think critically to solve problems rather than relying on anecdotal experience. 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 our offerings continue to evolve in accordance with customer needs. Problem solver: thrive at solving complex challenges with innovative, scalable solutions. Know that 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 others to be technical or product subject matter experts during implementations. Prefer managing shorter implementations of less than thirty days. Typically manage only a few simultaneous implementations at a time, whereas this segment focuses on about fifteen implementations at a time. 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, or optimize. Benefits Time to do things the right way; emphasize high quality work and avoid quick hacks. Sell a product that prospects and customers are truly excited about. Competitive compensation. 10‑year exercise window for stock options; no pressure to purchase options if you leave Ashby. Unlimited PTO with a recommended four weeks per year. Twelve weeks of fully paid family leave in the US, with plans to expand to other countries. Generous equipment, software, and office furniture budget to keep people happy and productive. US$100/month education budget with higher‑priced items such as conferences approved by manager. 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. #J-18808-Ljbffr