参与经理（美洲）
Engagement Manager (Americas)
## **客户成功经理 - 美洲地区**
你好，我是John，是Ashby的专业服务负责人。我最喜欢Ashby的一点是我们持续改进的运营原则。结合我们对客户的深切关注，我们经常思考“有没有更好的方法来完成这件事”。这就是为什么我很兴奋地招聘我们的第一位企业客户成功经理！作为我们不断壮大的专业服务团队（隶属于Ashby的客户成功部门）中高度跨职能的成员，你将有机会在客户启动之前就开始塑造他们的旅程，从而提升整体客户体验。
### **职位简介**
作为客户成功经理，你将负责实施和服务范围的规划与设计，以及创建工作说明书以记录建议。该职位属于专业服务（PS）组织，并与企业销售团队紧密合作。总体而言，该职位的目标是通过专业服务确保企业客户的成功。
你将直接与潜在客户和我们的解决方案工程团队在销售周期中合作，了解现状，定义明确的成功路径，并据此调整交易和实施方法。你将通过确保从销售到专业服务的全面交接，实现销售内容与交付内容之间的连贯性。
这是一个高影响力、高度跨职能的职位，专注于将售前动作与实施工作对齐，以提高企业销售的胜率，加快价值实现时间，并推动长期客户成果。你将在将潜在客户与最适合他们需求的方法匹配方面发挥关键作用，同时帮助销售团队赢得复杂交易，提高买家信心并降低感知的实施风险。
### **你将负责的工作**
#### **设计并促成成功的专业服务机会（售前）**
- 作为值得信赖的顾问，帮助潜在客户理解如何成功实施Ashby
- 与客户经理和解决方案工程师合作，为复杂的企业机会制定和设计实施方案
- 将潜在客户的需求和限制转化为定制的上线路径，包括实施计划
查看英文原文
## **Engagement Manager - Americas**
_Hi, I’m John and I’m the Head of Professional Services at Ashby. One of my favorite aspects of Ashby is our operating principle of_ [_Continuous Improvement_](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles#8---implement-continuous-improvement) _. Coupled with our principle of caring deeply about our customers, we often find ourselves wondering ‘what is a better way to accomplish this’. That’s why I am thrilled to be hiring our first Enterprise Engagement Manager! As a highly cross-functional member on our growing Professional Services team (within Ashby’s Customer Success organization), you’ll have the opportunity to start shaping our customers’ journeys before they kick off, ultimately upleveling the overall customer experience._
### **About the Role**
As an Engagement Manager, you will have responsibility for implementation and services scoping and design, as well as Statement of Work creation to capture recommendations. The SA is a member of the Professional Services (PS) organization and a close partner to the Enterprise Sales team. Broadly, the goal of this role is to ensure the success of Enterprise customers through professional services.
You will work directly with prospective customers and our Solutions Engineering team during the sales cycle to understand the current state, define a clear path to success, and shape both the deal and implementation approach accordingly. You will provide continuity between what was sold and what is delivered by ensuring a comprehensive handoff from Sales to PS.
This is a high-impact, highly cross-functional role focused on aligning pre-sales motions with implementation work to improve Enterprise sales win rates, accelerate time-to-value, and drive long-term customer outcomes. You will play a critical role in matching prospective customers with the approaches that best meet their needs, while helping Sales win complex deals by increasing buyer confidence and reducing perceived implementation risk.
### **What You’ll Do**
#### **Design and Close Successful Professional Services Opportunities (Pre-Sales)**
- 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
#### **Create Continuity into Delivery (Post-Sales / Early Lifecycle)**
- 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
#### **Improve Professional Services GTM Motions**
- 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
### **What We’re Looking For**
- 5+ years of experience in Enterprise SaaS across one or more of: Solutions Consulting, Professional Services, or Management Consulting
- Strong ability to diagnose business processes and translate them into scalable technical solutions
- Experience with complex, multi-stakeholder deals with meaningful implementation components
- Comfort navigating collaboration with both pre-sales and post-sales teams
- Excellent communication skills, with the ability to influence executives and align cross-functional teams
- Strong judgment and ability to balance customer needs, business outcomes, and operational feasibility
### **What Success Looks Like**
- Increasing win rates, especially in the Enterprise
- Clear alignment between scope, expectations, and customer outcomes
- Reduced implementation friction and faster time-to-value
- Improved customer confidence and sentiment at kickoff and early lifecycle
- Stronger partnership between Sales, Professional Services, and Customer Success
- Increased retention and expansion driven by successful customer outcomes
### **Why This Role Matters**
As we move upmarket, the complexity of our customers—and the importance of getting implementations _just right_—continues to increase. This role ensures we are not just closing quickly, but closing them in a way that sets customers up for long-term success.
### **The Interview**
At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:
- 30 min - Recruiter Screen with Talent Team
- 45 min - Interview with Head of Professional Services (Hiring Manager)
- 45 min - Change Management Challenge
- Final Round Part 1:
- 30 min - Interview with VP of Customer Success
- 30 min - Interview with our Global Head of Solutions Engineering
- Final Round Part 2:
- 30 min - Interview with CEO
- 10 min - Closing Questions with Hiring Manager
### **Benefits**
- You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
- You get to sell a product that our prospects & customers are truly excited about.
- Competitive compensation is offered.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
- Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- Twelve weeks of fully paid family leave in the US _._ We plan to expand this to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval
_Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities._
_Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position._