Customer Software Implementations Associate

Fresho • New York, NY

2d • $70,000 - $75,000 • Hybrid

About The Position

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 - learning how each business works, shaping their rollout, coordinating data and setup, training their internal teams, solving problems and keeping the launch moving. You’ll work closely with fresh food wholesalers and distributors across meat, seafood, fruit & veg and more. These are practical, fast-moving businesses, often with long-established ways of working, so great implementation is as much about people and relationships as it is about software. With customers adopting different combinations of Fresho modules, integrations and workflows, there’s plenty of variety in what you’ll get to work on. You’ll be there for the moment Fresho goes from being software a customer has bought to something that genuinely changes how their business runs. While you’ll work with data and problem-solve regularly, your core focus will be on supplier-facing onboarding - it’s not a business analyst or back-office role. Launch technology into businesses that's not just useful, it's backed by two decades of global fresh food wholesale experience, including our award winning AI-powered feature, OrderPilot.

Requirements

• Previous professional experience in customer software implementations. You’ll have previous hands-on experience helping customers implement a software product or platform. Fresho launches can involve multiple products/modules, data, integrations, training and changes to customer workflows / legacy migrations, so we’re looking for someone to bring their previous experience to the role. This isn’t an entry-level or junior implementation role.
• Strong client-facing and relationship-building skills. You’ll be comfortable leading customer conversations, building rapport with different personalities and stakeholder groups, asking the right questions, managing expectations and delivering training + change management. This is a highly customer-facing role, so strong people and change management skills are just as important as implementation knowledge.
• Fluent Spanish and English, with the confidence to communicate with customers and deliver training in both languages.
• Strong analytical and problem-solving skills. You’ll need to work through customer requirements, data and operational workflows, spot gaps or inconsistencies, and turn sometimes messy information into a clear implementation plan and practical next steps.
• Strong Excel skills. You’ll regularly work with customer product, pricing and account data, so you should be comfortable cleaning and organising data, using formulas, filters and lookups, checking accuracy and preparing files for system setup and launch.
• Demonstrated initiative and ownership. You can point to previous roles where you’ve proactively taken responsibility, followed through and kept work moving without needing every next step mapped out.
• Excellent organisation and time management, with the ability to manage multiple customer implementations, priorities and deadlines at the same time.
• Strong digital literacy and confidence learning new software platforms, business systems and internal tools.
• Growth mindset and adaptability. You’re open to feedback, keen to keep learning and comfortable adapting in a scale-up environment.
• Willingness and ability to travel to supplier sites and work flexibly around customer launch schedules when required.
• New York based and within easy commuting distance of our Brooklyn DUMBO HQ, with the ability to work regularly from the office as part of our hybrid rhythm.

Nice To Haves

• A direct connection to the food, restaurant, food supply chain or distribution industry, whether through family, prior work, or a previous role.
• Experience onboarding or integrating accounting/operations software.
• Project or change Management training or certifications.
• Prior experience working in a global team environment, liaising with functions and stakeholders across Australia and internationally.

Responsibilities

• Serve as the primary contact for customers throughout their implementation journey, ensuring adherence to project timelines, quality standards, and customer satisfaction.
• 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, ensuring professional and reliable service delivery.
• You will be tasked with managing many projects or implementations at any one time, and to be successful, you will need to communicate effectively, influence stakeholders, and prioritise tasks, in order to drive positive outcomes for Fresho customers.
• Develop comprehensive scoping documents and plans to ensure timely project delivery and seamless solution integration.
• Craft communication plans to educate suppliers on optimal practices, maximising online ordering participation.
• 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 to ensure a seamless transition.
• Guide suppliers through the setup and troubleshooting of accounting and operational integrations.
• Respond quickly to technical challenges during onboarding, providing practical solutions or escalating as needed to resolve issues efficiently.
• Stay across platform/product updates and tools to ensure customers always receive accurate and up-to-date guidance.
• Collaborate with cross-functional teams, including marketing and product development, to enhance customer experience and drive product innovation.

Benefits

• Employee Share Option Plan (ESOP)
• 20 days PTO
• 10 days sick leave
• 11 public holidays per year
• Medical coverage with a choice of Cigna PPO plans
• Base medical plan option fully funded by Fresho for individual coverage
• Tax-advantaged health accounts access (HSA/FSA/Dependent Care/Commuter benefits)
• Fertility support
• Fresho funded life insurance
• Dental and vision coverage, with company contributions
• 401(k) retirement plan access
• LinkedIn Learning Subscription with weekly work time dedicated to growing new skills
• Mentoring program
• Procaffeinating Wednesdays where the coffee’s on us + in office coffee machines
• Weekly fresh fruit and snacks in the office
• Regular socials (with snacks and drinks of course!)
• Fresho merch
• Referral bonuses
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed