Mid-Market Implementation Specialist

Описание:
Mid-Market Implementation Specialist Hi! I'm Daryl, and I'm the Manager of High Touch (Mid-Market) Implementations  of my favorite things about this team is that we're the first real proof point for a new customer; from day 1, we get the hands-on opportunity to show them why they made the right call switching to Ashby. The Ashby team has grown rapidly over the last few years, and we're not slowing down: we added more than 2,100 new customers in the last year alone and now support over 5,000 customers, with ARR growing much faster than 100% year over year.

We're expecting similarly fast growth this year, and every one of those new customers needs a thoughtful implementation to actually get value out of Ashby. We'll share more details once we meet, but you probably have a good idea as to why we're expanding this team! We're looking for a Mid-Market Implementation Specialist who excels at leading technically complex, hands on implementation projects for B2B SaaS customers.

You'll own each implementation from the moment Sales hands it off through go-live; part project manager, part technical expert, and part trusted advisor to the customer! Six months in, success looks like carrying a full book of 15-20 active implementations, running each customer relationship on your own (kickoff, timeline, follow-through), independently solving complex configuration and workflow challenges, and handling the normal bumps (a slow-to-respond customer, a technical snag, an escalation) without the rest of your book slipping.

It also means you're starting to make things better beyond your own accounts: you've found at least one process or documentation gap and fixed it, and you're feeding real customer feedback back to our Product team.

• Managing 15-20 active mid-market implementations at a time (8-10 weeks implementation timeline on average), building each customer's project plan from handoff through go-live, and staying on top of timelines, hurdles, and follow-up along the way
• Getting genuinely comfortable with the in’s and out’s of how our products work, so you can troubleshoot and advise instead of just walking through a checklist
• Advising on what’s worked well for similar customers in the past, challenging assumptions when appropriate, and recommending configurations and workflows that balance customer needs with implementation best practices
• Partnering closely with cross-functional partners across the business, especially Sales and CS to ensure a seamless customer journey, and Product/Engineering to flag real issues and align on a path forward
• As you're probably gathering, we're looking for someone who gets energy from both sides of this: the structure of running a tight project plan, and the judgment to rethink that plan when a customer's business genuinely calls for it.

• 5+ years of experience in a customer-facing role, with the majority of your focus on leading full-cycle B2B SaaS implementations
• Proven track record successfully managing concurrent mid-market implementation projects without compromising quality, customer experience, or timelines
• Experience operating with real autonomy and to own the implementation project plans end-to-end
• Comfortable getting into the weeds of complex, multi-module software, and building genuine fluency in how it all fits together
• Resourceful when there's no documented answer; you do your own testing and discovery, then use what you learn to advise customers on best practices and recommendations
• Data-driven and detail-oriented, with a genuine instinct for coaching customers through unfamiliar territory
• Independently investigate complex customer questions and become the technical/product subject matter expert during implementations
• Carry more than a…