Implementation Consultant

About the role

The Implementation Consultant plays a crucial role in the Customer Success team at RouteGenie, a modern software platform for medical transportation providers, brokers, and health systems. The ideal candidate will manage the customer relationship from contract signature through go-live, ensuring successful system adoption and early wins.

Responsibilities

• Lead implementation projects with new customers from contract signature through successful implementation
• 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 necessary
• Conduct live training sessions, on-site and remotely, on product functionality
• Create and maintain customer-facing documentation, quick reference guides, and training materials
• Set up and configure customer accounts based on 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
• Build and 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
• Contribute to the evolution of implementation best practices and playbooks
• 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

Requirements

• 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

Pay

The salary range for this role is $65,000 - $75,000, based on experience.

Schedule

This is a hybrid position located in Nashville, TN (Monday–Friday).