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Ashby is hiring a Mid-Market Implementation Specialist to join their Professional Services team within Customer Success. You'll manage end-to-end implementations of Ashby's HR software for mid-market and smaller enterprise customers, with a book of business of approximately 15 active implementations at any time, each lasting 4-8 weeks.
In this role, you'll work directly with customers to develop and execute implementation plans, ensuring positive customer experiences and rapid time-to-value. You'll be responsible for defining scope, aligning stakeholders, communicating project plans, and delivering against agreed expectations. You'll serve as the customer's proactive guide throughout the implementation period, advising on best practices and helping them achieve their desired outcomes.
Key responsibilities include managing complex, multi-module SaaS implementations; navigating change management processes; maintaining high levels of customer engagement and communication; and collaborating cross-functionally with Customer Success, Sales, Product, Engineering, and Operations teams. You'll need to understand customer needs deeply, tailor solutions to their requirements, and think critically to solve problems rather than relying on precedent.
Required experience includes leading implementation and onboarding projects in high-growth B2B SaaS environments; familiarity with complex, multi-module systems; understanding of shared configuration, data models, analytics, conditional logic, and relational data; and demonstrated change management expertise. You should be detail-oriented, data-driven, adaptable, and passionate about coaching customers. The role requires <10% travel for customer engagements and operates in a remote-first environment.
You're a strong fit if you excel at clear communication, active listening, problem-solving, process improvement, technical proficiency, and can manage multiple simultaneous implementations in a fast-paced environment. You're not a fit if you prefer shorter implementations, rely on others for technical expertise, manage only a few simultaneous projects, or prefer simple point solutions.
