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Manager of Implementations, High Touch - EMEA

Ashby
Contract type
Ongoing
Work mode
Remote · EMEA
Experience
3 years

Job description

Manager of Implementations, High Touch - EMEA, leading an EMEA-based team of Implementation Specialists serving mid-market customers and overseeing delivery of segment-aligned implementation experiences. The role sits within Ashby's Professional Services team in the Customer Success organization.

At a glance

Employment
Full-time
Work mode
Remote · EMEA

What you'll do

  • Lead an EMEA-based team of Implementation Specialists aligned to High Touch (mid-market) customers
  • Oversee the delivery of segment-aligned implementation experiences
  • Partner cross-functionally to support scoping and planning for prospective customers
  • Manage and execute implementation and onboarding projects, defining the work, aligning with stakeholders, communicating the project plan, and delivering results
  • Keep the team on track to ensure milestones are met
  • Build and scale high-performing teams
  • Understand customer needs and tailor implementations to their specific requirements
  • Maintain high levels of engagement and communication as the customer's proactive guide and advocate throughout the implementation period
  • Translate ambiguity into clear paths, drive toward outcomes, and ensure follow-through
  • Leverage understanding of the EMEA market to define and evolve how implementations are delivered
  • Navigate change management processes at scale and help customers adapt to new systems
  • Proactively address thematic customer opportunities and improve processes
  • Partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations

What we're looking for

  • Extensive experience managing and executing implementation and onboarding projects
  • Experience building and scaling high-performing teams
  • Adept at understanding customer needs and tailoring implementations
  • Bias for action: moving work forward and ensuring follow-through
  • Understanding of the EMEA market
  • Comfortable operating in complex enterprise environments with multiple stakeholders, competing priorities, and evolving requirements
  • Solid understanding of a complex product and its technical intricacies
  • Critical thinking and solutions orientation
  • Effective cross-functional collaboration
  • Clear communication, able to distill complex concepts into simple themes
  • Great listener, acting as the voice of the customer to internal stakeholders
  • Problem solver with innovative, scalable solutions
  • Process-oriented, eager to improve processes and workflows
  • Detail-oriented and technically proficient
  • Data-driven, using metrics and analytics to inform decisions
  • Adaptable in a fast-paced, evolving environment
  • Ability to work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements

Your team

Professional Services (within Customer Success)

Growing Professional Services team within Ashby's Customer Success organization

Benefits

  • Time to do things the right way, with emphasis on high quality work
  • Sell a product that prospects and customers are truly excited about
  • Competitive compensation
  • 10-year exercise window for stock options
  • Unlimited PTO with four weeks recommended 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
  • $100/month education budget with more expensive items covered with manager approval

How to get hired

  1. 130 min - Recruiter Screen with Talent Team
  2. 245 min - Interview with Head of Professional Services (Hiring Manager)
  3. 345 min - Mock Customer Escalation Call
  4. 4Final Round Part 1: 30 min - Interview with VP of Customer Success
  5. 5Final Round Part 1: 30 min - Cross-functional Leadership interview
  6. 6Final Round Part 2: 30 min - Interview with CEO
  7. 7Final Round Part 2: 10 min - Closing Questions with Hiring Manager

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About Ashby

Key facts

  • Operating principle of Continuous Improvement
  • Cares deeply about customers
  • Remote-first setting
  • Small teams with very talented people

What they value

  • Continuous Improvement
  • Caring deeply about our customers
  • Strong sense of ownership
  • Principled thinking over experience
  • Thoughtful communication