Implementation Associate

About Our clientOur client is a modern, all-in-one software platform designed for medical transportation providers, brokers, and health systems. They 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 the 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 customers’ primary point of contact until their successful go-live date. This is an excellent opportunity for someone 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 $55,000 - $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 DoCustomer Onboarding & TrainingLead implementation projects with new customers from contract signature through successful implementation, understanding their business needs and configuring the platform accordinglyDrive 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 shiftConduct live training sessions, on-site and remotely, on product functionality, adapting your approach to different customer needs and technical comfort levelsDevelop customized onboarding plans based on customer size, complexity, and use caseCreate and maintain customer-facing documentation, quick reference guides, and training materialsTechnical Configuration & SupportSet up and configure customer accounts based on our customers’ business requirementsTroubleshoot technical issues during the implementation phase and coordinate with product & engineering when neededDocument technical requirements and clearly communicate that information cross-functionally in an organized mannerMaintain accurate and up-to-date customer records in the CRM, ensuring timely updates of account information and project progressRelationship ManagementBuild & manage strong relationships with customers during their first 90 days through go-liveIdentify and address product adoption roadblocks proactively, escalating to the team when neededGather customer feedback on the onboarding process and identify opportunities for improvementServe as the customer advocate internally, ensuring their needs and timelines are effectively communicated to product & support teamsProcess ImprovementContribute to the evolution of implementation best practices and playbooksIdentify patterns in customer questions and create resources to address common challengesTrack implementation metrics and identify opportunities to improve time-to-valueParticipate in team knowledge-sharing sessions and stay current on product updatesBuild processes and content to continuously educate and train customers on new or underutilized featuresWhat We’re Looking ForRequired QualificationsBachelor's degree or equivalent practical experience2+ years of experience in customer-facing roles (customer implementation, account management, training, support, or similar)Strong technical aptitude with the ability to quickly learn new software platformsExcellent written and verbal communication skills with the ability to explain technical concepts to non-technical audiencesDemonstrated problem-solving skills and ability to think critically under pressureExceptional organizational skills with the ability to manage multiple customer implementations simultaneouslyProficiency with Google Workspace SuitePreferred QualificationsExperience with SaaS products or enterprise software, healthcare SaaS a plusBackground in customer implementation, project management, or trainingFamiliarity with CRM systems (Salesforce, HubSpot) or project management toolsExperience working directly with customers and managing your own schedule of callsBenefits & PerksOur client offers:Competitive pay with an annual bonus opportunityHealth, dental, and vision insurancePaid time off, holidays, and flexible core business hours401(k) retirement plan with company contributionCompany paid parkingProfessional development opportunities, including training and conferencesA collaborative, mission-driven culture where your impact is seen and valued