Implementation Associate at RouteGenie in Buffalo, NY

Summary: RouteGenie is a modern, all-in-one software platform designed for medical transportation providers. They are seeking an Implementation Associate to manage customer relationships from contract signature through go-live, ensuring successful adoption of their platform. Responsibilities: - Lead implementation projects with new customers from contract signature through successful implementation, understanding their business needs and configuring the platform accordingly - Drive rapid and successful system adoption by guiding customers through go-live and ensuring quick time-to-value - Track implementation progress against go-live targets and adjust plans proactively when timelines or customer needs shift - Conduct live training sessions, on-site and remotely, on product functionality, adapting your approach to different customer needs and technical comfort levels - Develop customized onboarding plans based on customer size, complexity, and use case - Create and maintain customer-facing documentation, quick reference guides, and training materials - Set up and configure customer accounts based on our customers’ business requirements - Troubleshoot technical issues during the implementation phase and coordinate with product & engineering when needed - Document technical requirements and clearly communicate that information cross-functionally in an organized manner - Maintain accurate and up-to-date customer records in the CRM, ensuring timely updates of account information and project progress - Build & manage strong relationships with customers during their first 90 days through go-live - Identify and address product adoption roadblocks proactively, escalating to the team when needed - Gather customer feedback on the onboarding process and identify opportunities for improvement - Serve as the customer advocate internally, ensuring their needs and timelines are effectively communicated to product & support teams - Contribute to the evolution of implementation best practices and playbooks - Identify patterns in customer questions and create resources to address common challenges - Track implementation metrics and identify opportunities to improve time-to-value - Participate in team knowledge-sharing sessions and stay current on product updates - Build processes and content to continuously educate and train customers on new or underutilized features Required Qualifications: - Bachelor's degree or equivalent practical experience - 1-2 years of experience in customer-facing roles (customer implementation, account management, training, support, or similar) - Strong technical aptitude with ability to quickly learn new software platforms - Excellent written and verbal communication skills with ability to explain technical concepts to non-technical audiences - Demonstrated problem-solving skills and ability to think critically under pressure - Exceptional organizational skills with ability to manage multiple customer implementations simultaneously - Proficiency with Google Workspace Suite Preferred Qualifications: - Experience with SaaS products or enterprise software, healthcare SaaS a plus - Background in customer implementation, project management, or training - Familiarity with CRM systems (Salesforce, HubSpot) or project management tools - Experience working directly with customers and managing your own schedule of calls Required Skills: Customer Implementation, Account Management, Customer Support, Google Workspace Suite, SaaS Products, Enterprise Software, Healthcare SaaS, CRM Systems, Salesforce, HubSpot, Project Management Tools Benefits: Competitive pay with an annual bonus opportunity, Health, dental, and vision insurance, Paid time off, holidays, and flexible core business hours, 401(k) retirement plan with company contribution, Company paid parking in a covered parking garage, Professional development opportunities, including training and conferences, A collaborative, mission-driven culture where your impact is seen and valued