Implementation Consultant

RouteGenie is a modern software platform designed for medical transportation providers, aiming to streamline operations for its customers. The Implementation Consultant will guide new customers through onboarding, ensuring successful adoption of the platform and providing training and support throughout the implementation process.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• 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

Benefits

• 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

Company Overview