Customer Software Implementations Associate

About the Role

We’re looking for an experienced software implementations associate to lead customers through the implementation and launch of the Fresho software platform. This is a hands-on software implementation role where you’ll own the customer journey from post-sale handover through go-live and early adoption. You’ll work closely with fresh food wholesalers and distributors. Your core focus will be on supplier-facing onboarding.

Key Responsibilities

• Customer Relationships & Implementation Ownership:
• Serve as the primary contact for customers throughout their implementation journey.
• Guide customers from post-sale handoff to system go-live and transition to business-as-usual operations.
• Cultivate trust and rapport with customers through authentic interactions.
• Project & Launch Management:
• Manage multiple projects or implementations simultaneously.
• Develop comprehensive scoping documents and plans.
• Craft communication plans to educate suppliers on optimal practices.
• Customer Training & Adoption:
• Deliver tailored training to supplier teams via virtual sessions or face-to-face during onsite visits.
• Support customers with data preparation, platform configuration, and product adoption.
• Guide suppliers through the setup and troubleshooting of accounting and operational integrations.
• Technical Support and Issue Resolution:
• Respond quickly to technical challenges during onboarding, providing practical solutions or escalating as needed.
• Stay across platform/product updates and tools.
• Collaboration and Product Development:
• Collaborate with cross-functional teams to enhance customer experience and drive product innovation.

Requirements & Tech Stack

• Must Haves:
• Previous professional experience in customer software implementations.
• Previous hands-on experience helping customers implement a software product or platform.
• Strong client-facing and relationship-building skills.
• Fluent Spanish and English.
• Strong analytical and problem-solving skills.
• Strong Excel skills (cleaning and organizing data, using formulas, filters, and lookups).
• Demonstrated initiative and ownership.
• Excellent organisation and time management.
• Strong digital literacy and confidence learning new software platforms.
• Growth mindset and adaptability.
• Willingness and ability to travel to supplier sites.
• Ability to work flexibly around customer launch schedules.
• New York based and within easy commuting distance of the Brooklyn DUMBO HQ.
• Ability to work regularly from the office as part of a hybrid rhythm.
• It’s a Bonus if You Bring:
• A direct connection to the food, restaurant, food supply chain or distribution industry.
• Experience onboarding or integrating accounting/operations software.
• Project or change management training or certifications.
• Prior experience working in a global team environment.

Qualifications

• Previous professional experience in customer software implementations.
• Strong client-facing and relationship-building skills.
• Fluent Spanish and English.
• Strong analytical and problem-solving skills.
• Strong Excel skills.
• Demonstrated initiative and ownership.
• Excellent organisation and time management.
• Strong digital literacy and confidence learning new software platforms.
• Growth mindset and adaptability.
• Willingness and ability to travel to supplier sites and work flexibly.

Location

Brooklyn, New York, USA (DUMBO office) - Hybrid work type.

Compensation & Benefits

• Salary: $70,000 - $75,000
• ESOP (Employee Share Option Plan)
• Additional earning opportunities through team-based incentive programs.
• Time Off: 20 days PTO + 10 days sick leave + 11 public holidays per year.
• Benefits package including:
• Medical with tax-advantage health accounts access (HSA/FSA/Dependent Care/Commuter benefits).
• Fertility support.
• Dental and vision coverage.
• 401(k) retirement plan access.
• LinkedIn Learning Subscription.
• Mentoring program.
• Onsite perks: Procaffeinating Wednesdays (coffee provided), weekly fresh fruit and snacks, regular socials.
• Fresho merch.
• Referral bonuses.
• Employee Assistance Program (EAP).
• CEO Book Club.