Manager of Implementations, High Touch - EMEA (Remote, Worldwide)

Hi there! I'm John, Head of Professional Services at Ashby. Our team deeply values two core principles: "Continuous Improvement" and genuinely caring for our customers. This combination constantly pushes us to ask, "What's an even better way to do this?" That's precisely why I'm thrilled to share a fantastic opportunity. We're searching for an EMEA Manager of High Touch Implementations! This is your chance to make a significant impact, shaping our customers' initial experience and truly elevating their entire journey with Ashby. You'll be joining our growing Professional Services team, an integral part of Ashby's Customer Success organization, and playing a pivotal leadership role from day one.

Overview

As our Manager of High Touch Implementations for EMEA, you'll be instrumental in crafting exceptional experiences for new customers as they begin using Ashby. This fully remote, worldwide opportunity places you at the helm of an EMEA-based team of Implementation Specialists, all dedicated to our High Touch, mid-market customers. You'll report directly to our EMEA Manager of Implementations, overseeing the seamless delivery of segment-specific implementation processes. Beyond that, you'll collaborate across departments, providing crucial support for scoping and planning with prospective customers.

Key Responsibilities

Lead and nurture a high-performing EMEA-based team of Implementation Specialists.
Ensure the consistent delivery of high-quality, segment-aligned implementation experiences for our High Touch customers.
Drive continuous improvement within our implementation methodologies, always seeking better ways to serve our customers.
Collaborate cross-functionally with Sales, Product, and other Customer Success teams to scope projects and plan for new customer onboarding.
Act as a key point of contact for complex implementation queries and escalations, ensuring swift and effective resolution.
Develop and mentor team members, fostering a culture of excellence, growth, and customer advocacy.
Contribute to strategic planning, helping to scale our Professional Services operations across EMEA.

Requirements

Demonstrable experience in a leadership or managerial role within professional services, implementations, or customer success, particularly with SaaS products.
Proven ability to manage and motivate a remote team, fostering strong collaboration and performance.
Deep understanding of the EMEA market dynamics and customer expectations.
Exceptional communication, presentation, and interpersonal skills, capable of engaging effectively with various stakeholders.
Strong problem-solving abilities and a strategic mindset for process optimization.
A passion for customer success and a track record of driving positive customer outcomes.
Experience with Applicant Tracking Systems (ATS) or other recruitment technology is a significant advantage.

What You'll Gain

The chance to define and elevate the customer experience for a rapidly growing, innovative technology company.
A key leadership position within a dynamic and supportive Professional Services team.
Significant opportunities for professional growth and career development in a fully remote work environment.
The autonomy to lead and shape implementation strategies for a critical region.
A collaborative culture where your contributions are valued and directly impact company success.
The flexibility and benefits of working remotely, contributing to a global team from anywhere.