Implementation Consultant at RouteGenie – Buffalo, New York

About RouteGenie

RouteGenie is a modern, all-in-one software platform designed for medical transportation providers. 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.

Why You'll Love Working Here

• Customer‑First Approach: From initial implementation through long‑term support, our team builds solutions to support our customers for the long term.
• Proven Results, Fast Innovation: Our platform empowers customers to complete more trips with the same fleet, cut down on no-shows, and improve billing accuracy. We are continuously innovating and investing in our platform so our customers can improve their operations
• Culture of Collaboration & Improvement: You’ll work alongside a team of passionate problem-solvers who share knowledge freely, celebrate wins together, and push each other to do their best work.
• Room to Grow: At RouteGenie, you’ll have opportunities to expand your skills, take on new challenges, and innovate in a fast-moving environment where your contributions truly matter.

Benefits & Perks

We know great work starts with a supportive environment. Here’s what we offer:

• Competitive salary ($55,000 - $70,000) based on experience
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Generous PTO policy with paid holidays
• 3 Work-From-Home days per month
• 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

About the role

We're seeking an Implementation Consultant to join our Customer Success team and serve as the primary guide for new customers during their onboarding journey. In this role, you'll bridge the gap between sales and ongoing support, ensuring customers successfully adopt our platform and achieve early wins that set the foundation for long-term success.

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

What you'll do

Customer Onboarding & Training

• Lead implementation sessions with new customers to understand their business needs and configure the platform accordingly
• Conduct live training sessions on core product functionality, adapting your approach to different customer needs and technical comfort levels
• Create and maintain customer-facing documentation, quick reference guides, and training materials
• Develop customized onboarding plans based on customer size, complexity, and use case

Technical Configuration & Support

• Set up customer accounts and configure basic settings
• Troubleshoot technical issues during the implementation phase and coordinate with engineering when needed
• Document technical requirements and communicate complex information in accessible language

Relationship Management

• Build strong relationships with customers during their critical first 90 days
• Identify potential roadblocks to adoption and proactively develop solutions
• Gather customer feedback on the onboarding process and identify opportunities for improvement
• Serve as the customer advocate internally, ensuring their needs are communicated to product and support teams

Process Improvement

• 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

What we're looking for

Required Qualifications

• Bachelor's degree or equivalent practical experience
• 1-2 years of experience in customer-facing roles (customer support, account management, training, 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
• Travel up to 50%, as needed

Preferred Qualifications

• Experience with SaaS products or enterprise software
• Background in instructional design, training, or adult education
• Familiarity with CRM systems (Salesforce, HubSpot) or project management tools
• Experience working directly with customers and managing your own schedule of calls

Ready to join us?

If you’re energized by customer success, this role is for you. You’ll roll up your sleeves, take on a variety of responsibilities, and see the impact of your work every day.

At RouteGenie, your efforts will directly support our mission to connect people and care by powering the technology that moves them.. If you’re ready to bring your skills to a collaborative, fast-moving team, we’d love to hear from you—apply today!