Implementation Associate (SaaS)

Job description

ABOUT HAULER HERO At Hauler Hero, we’re on a mission to simplify and modernize the waste hauling industry. Our platform empowers haulers to run more efficient operations, strengthen customer relationships, and grow their businesses. THE ROLE We’re seeking an Implementation Associate to help onboard new customers and set them up for success on the Hauler Hero platform. This role combines structured project coordination, hands-on platform configuration, data handling, and clear communication to ensure customers launch smoothly and on time. You’ll work directly with customers and collaborate with Sales, Product, Customer Success, and Support to guide new users through their implementation journey. This is a great fit for someone who is detail-oriented, organized, and enjoys solving operational problems while helping customers adopt new systems. This position includes participation in a rotating weekend coverage schedule to ensure consistent support availability for our customers. RESPONSIBILITIES - Guide new customers through the onboarding process from kickoff through go-live - Configure Hauler Hero accounts, routes, users, and system settings to match customer workflows - Import, clean, and validate customer data to ensure accurate platform setup - Manage multiple implementation projects simultaneously while keeping timelines and milestones on track - Communicate project progress, risks, and next steps clearly to customers and internal teams - Document configuration decisions and setup details to support a smooth handoff to Customer Success and Support - Identify and escalate project risks or blockers early - Partner with Product and Engineering to surface recurring onboarding challenges and improvement opportunities - Contribute to internal playbooks, templates, and documentation that help the implementation process scale QUALIFICATIONS REQUIRED - 1–3 years of experience in SaaS onboarding, implementation, project coordination, or a related customer-facing role - Strong communication and organizational skills with the ability to manage multiple projects simultaneously - Proficiency in Microsoft Excel or Google Sheets, including filtering, formatting, and basic formulas - Comfort learning and explaining technical workflows to non-technical users - Strong problem-solving mindset and ability to adapt quickly in a fast-paced environment - Experience working in structured project environments with defined milestones and timelines - Reliable internet connection and a distraction-free dedicated workspace NICE TO HAVE - Experience in logistics, operations, or vertical SaaS implementations - Familiarity with tools such as HubSpot, Jira, Notion, Scope, or similar project management systems - Exposure to payments platforms or mobile apps (Android) - Experience creating customer-facing documentation, Loom walkthroughs, or step-by-step guides - Understanding of the waste hauling or environmental services industry - Previous experience as a Hauler Hero user or customer WHAT WE OFFER - Opportunity to make a meaningful impact in a critical, underserved industry - Collaborative, innovative work environment focused on learning and growth - Competitive salary and benefits package - Clear growth path into Implementation Lead or Customer Success roles - Remote-first flexibility with a distributed team across the U.S. and beyond - Paid time off, paid holidays, and a culture that values balance - Virtual team collaboration and occasional in-person offsites