Manager of Implementations, High Touch - EMEA

Role requirements

• Implementation & Project Management: You have extensive experience managing and executing implementation and onboarding projects (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed upon expectations). You keep the team on track to ensure milestones are met. You work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements.
• Team Leadership: You build and scale high-performing teams, empowering them to achieve outcomes that meet or exceed the high standards set by our team and company.
• Customer Centricity: You are adept at understanding customer needs and tailoring implementations to meet their specific requirements. You build strong customer relationships by maintaining high levels of engagement and communication; you’re the customer’s proactive guide and advocate throughout the implementation period.
• Bias for Action: You move work forward, translating ambiguity into clear paths, driving toward outcomes, and ensuring follow-through.
• Regional Focus: You leverage your understanding of the EMEA market to define and evolve how implementations are delivered, ensuring our approach optimizes for regional considerations and scales without compromising quality.
• Fluency with Enterprise Motions: You are comfortable operating in complex enterprise environments with multiple stakeholders, competing priorities, and evolving requirements. You are experienced in navigating change management processes at scale and helping customers adapt to new systems and a refreshed approach.
• 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 only on ‘I’ve seen this done,’ but instead think critically to solve problems.
• Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

What Success Looks Like

• EMEA customers achieve time-to-value quickly and predictably
• Implementation quality is consistent across segments without feeling templated
• Upmarket customers receive an enterprise-ready onboarding experience
• Clear, effective transitions into Customer Success support strong adoption momentum
• Scalable processes reduce manual effort while preserving quality

You could be a great fit if

• 🧑🏫 You love to coach. You see every teaching moment as an opportunity and are excited to help your team and our customers grow.
• 📣 You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes. You approach all stakeholder conversations with confidence.
• 🎧 You are a great listener. 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 might not be a great fit if

• You prefer being an individual contributor.
• You prefer an in-person role over remote.
• You are less interested in customer-facing roles that require both technical and interpersonal skills.
• You are accustomed to defining ideas and strategies, yet not responsible for their execution.
• You prefer working with a simple product (such as a point solution).
• You prefer exclusively to build (rather than build, iterate, optimize).