Ashby

• Own the day-to-day health of our core GTM platforms. • Manage configuration, user permissions, custom objects, and workflow automation across our CRM stack. • Maintain clean data flows across our GTM toolset ( including intent data, conversation intelligence, and sales engagement platforms). • Enforce standards for data quality, deduplication, and field taxonomy. • Be the go-to technical partner for frontline GTM teams. • Help evaluate new GTM tech and AI tools as our needs evolve.

• As the Workforce Management Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. • You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. • Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk. • Build and maintain global schedules that align required coverage with our headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules. • Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change, including managing shift-change and time-off workflows. • Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values. • Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day. • Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy as volume and complexity fluctuate. • Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.

• Collaborate closely with Customer Success Leadership and cross-functional teams • Create and curate learning paths, playbooks, and frameworks • Own onboarding for Customer Success Managers and Implementation Specialists • Manage enablement systems and make resources easy to access • Measure effectiveness of enablement programs and link to business outcomes

• Lead and grow a high-performing Enterprise SE Team • Hire, onboard, and develop Solutions Engineers • Coach SEs on enterprise-specific skills • Create a culture of ownership and continuous improvement • Partner with Enterprise sales leadership to align on pipeline and priorities • Oversee demos, POCs, trials, security reviews, and RFPs • Refine and evolve the enterprise SE motion • Identify patterns from the field for product feedback

• Lead and grow a high-performing SE team • Drive excellence in mid-market deal execution • Support building scalable systems, processes & enablement

• Serve as both the Implementation Specialist and CSM for a defined book of upmarket APAC customers. • Own the customer journey end to end, from implementation and onboarding through long-term adoption, customer health, and value realization. • Partner with customers, helping them get up and running quickly while building strategic relationships. • Develop strong product and domain expertise to help customers apply Ashby within their hiring workflows.

• In this role, you’ll partner with Ashby’s largest and most complex customers, focusing on driving product adoption, customer health, and long-term value. • You’ll help shape how we support a diverse set of enterprise customers, from high-growth teams to public companies. • You’ll develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.

• You will help us win Mid-Market accounts in Eastern and Central time zones by managing the full sales cycle from pipeline generation through to closed-won. • In this role, you'll primarily focus on new logo acquisition, while also covering a smaller number of existing business accounts for expansion and upsell. • Our emphasis is on your raw ability to excel in the areas listed below and your appetite for continuous growth & improvement. • We’re a documentation first, async friendly team that values precision and autonomy.

• Act as a trusted advisor to help prospective customers understand *how* to successfully implement Ashby • Partner with Account Executives and Solutions Engineers to scope and design implementation approaches for complex enterprise opportunities • Translate prospective customer needs and constraints into a tailored path to go-live, including an implementation strategy, success milestones, and services offerings required to support the customer • Align customer stakeholders (including executives) on desired outcomes, timelines, and responsibilities • Create, negotiate, and execute Statements of Work (SOWs) aligned with Professional Services best practices and offerings that accurately the required scope, effort, and sequencing • Participate in the Sales handoff to ensure effective transition of recommendations and expectations to the post-sales team • Ensure alignment between pre-sales commitments and post-sales execution by participating in kickoff calls for customers with complex or highly custom recommended approaches • Identify patterns across opportunities (what works, what breaks) and use these to refine our Enterprise Sales motion in partnership with Leadership. • Refine how and when services are introduced and scoped within the sales cycle • Contribute to playbooks, frameworks, and assets that improve how we sell and deliver services

• Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes • Foster team growth through 1:1s, skill-building, and thoughtful feedback • Support team operations and quality assurance for our shared inbox, live customer engagements, and project work • Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint • Collaborate cross-functionally to evolve how Ashby supports its startup customers • Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap