About RouteGenie

RouteGenie 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 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.

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.

What You'll Do

Customer Onboarding & Training

• 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

Technical Configuration & Support

• 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

Relationship Management

• 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

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
• 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 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

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 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

Ready to Join Us?

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!