Associate Implementation Specialist

Hi! I'm Morgan, the Manager of Strategic Implementations here at Ashby. Our customers are at the center of everything we do, and that's especially true during implementation. We take pride in being responsive, collaborative partners who focus not just on delivery, but on thoughtful execution.

I'm thrilled to be expanding our implementation motion by hiring an Associate Implementation Specialist. As part of our growing Professional Services team within Ashby's Customer Success organization, you'll play a critical part in helping customers bridge the gap between potential and actual value.

About This Role

• Complex SaaS Implementation & Project Management: You have deep experience contributing to or owning implementation projects for complex SaaS products (actioning a defined project plan, communicating and aligning with stakeholders on progress, and ultimately delivering results in accordance with the agreed upon expectations). You feel comfortable independently owning your domain, as well as keeping customers accountable to theirs. You work effectively in a remote-first setting, with the ability to travel as needed (<5%) for strategic customer engagements.
• Customer Centricity: You are adept at understanding enterprise customer needs and tailoring implementation configurations to meet their specific requirements. You build strong customer relationships by maintaining high levels of engagement and communication. You serve as the customer's proactive guide and advocate related to technical configuration, balancing empathy and practicality throughout the implementation. Bonus points if you have prior familiarity with Talent Acquisition teams and processes.
• Technical Proficiency: You have a solid understanding of a complex product (ideally Ashby) and its technical intricacies. You are technically curious and creative.
• Critical Thinking & Solutions Orientation: 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. You anticipate how configuration decisions might impact customer goals, ask questions to validate options, and pair your recommendations with risk mitigation tactics.
• Best Practices & Recommendations: You take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
• Change Management: You are experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
• Cross-functional Collaboration and Communication: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress. You proactively communicate progress and risks with internal and external stakeholders.
• 🙋You strike the balance between collaborative teamwork with a strong ability to execute independently on a defined plan.
• 📣 You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes.
• 🎧 You are a great listener. You read between the lines of what customers share in order to identify core concepts, which allows you to surface the right tailored recommendations.You http://recommendations.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 are eager to make an impact and grow. You understand the critical role you play in a customer's success, and seize opportunities to expand your impact for customers and the team.
• You are uninterested in customer-facing work that blends technical, operational, and interpersonal skills.
• You are uncomfortable learning a complex product and adapting as it evolves.
• You prefer roles that are purely strategic without hands-on execution.

Our Philosophy

• We invest heavily in building best-in-class products, believing that great products make customer success easier and more meaningful.
• We value deep expertise and thoughtful problem-solving in every customer interaction.
• We believe small, highly capable teams outperform large teams — and we hire, support, and compensate accordingly.
• We value ownership, principled thinking, and clear communication, regardless of tenure or level.

The Interview

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Manager of Strategic Implementations (Hiring Manager)
• Take Home Assessment with a post-submission 30 min technical deep dive with two Strategic Implementation Specialists
• Final Round:
• 30 min - Cross-functional collaboration with Head of Professional Services
• 30 min - Product Complexity with VP of Customer Success
• 10 min - Closing Questions with Hiring Manager