We're seeking an Implementation and Customer Enablement Associate 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.

In this role, 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.

This position will start as a remote role  (Monday–Friday) with the understanding that it will be moved to a Hybrid role, with flexible core business hours and work from home days.

The salary for this role is $55,000-$70,000 per year, based on experience. 

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
• 2-5  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) or project management tools
• Experience working directly with customers and managing your own schedule of calls

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!