Implementation & Project Management: You have extensive experience managing and executing several complex implementation and onboarding projects concurrently in a high-growth B2B SaaS org (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.
Technical Proficiency: You have a strong understanding of complex, configurable B2B SaaS products and their technical intricacies. By "complex", we mean platforms with multi-step workflows, supporting several core workflows, and integrations with other systems. You're technically curious and creative. Ashby or ATS experience is a plus, not required.
Customer Centricity: You deeply understand customer needs and tailor 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.
Change Management: You are experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
Best Practices & Recommendations: You take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
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.
Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.