Implementation Associate

Route Genie is a modern, all-in-one software platform designed for medical transportation providers, brokers, and health systems. We help businesses streamline and automate routing, scheduling, dispatching, billing, and fleet management—empowering them to reduce costs, improve on-time performance, and deliver better service to their customers and communities.

We're seeking an Implementation Associate to join our Customer Success team and serve as the primary guide for new customers during their implementation journey. In this role, you'll manage the customer relationship from contract signature through go-live, ensuring customers successfully adopt our platform and achieve early wins that set the foundation for long‑term success.

As an Implementation Associate, you'll manage end‑to‑end implementation projects, provide consultative support & lead hands‑on training calls, and act as the customer’s primary point of contact until their successful go‑live date. This is an excellent opportunity for someone early in their career who is passionate about helping customers succeed and wants to develop expertise in SaaS implementation methodology.

This is a hybrid position located in Buffalo, NY or Nashville, TN, (Monday–Friday). The salary range is $65,000 - $80,000, based on experience. Expect a dynamic schedule with approximately 50% monthly travel, providing the opportunity to work directly with our customers across various locations.

• 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

• Bachelor’s degree or equivalent practical experience
• 2-4 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…