Customer Software Implementations Associate

Salary: $70,000-$75,000 + ESOP + Additional earning opportunities through team-based incentive programs
Reports to: Onboarding Team Lead
Location: Brooklyn, New York, USA (DUMBO office)
Work type: Hybrid
🌴Paid Time Off + 🏥 Benefits: 20 days PTO + 10 days sick leave + 11 public holidays per year, plus benefits package including medical with tax-advantage health accounts access, dental, vision, fertility support

About Fresho

Fresho is a fast growing tech scale-up on a mission to transform the food industry for the benefit of people and the planet.

Our order management software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable.

We work closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.

Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.

Fresho has raised over $45m to date and processes almost $400m monthly through the platform with 750,000 orders monthly. We are headquartered in Melbourne - Australia with offices in London - United Kingdom, New York - United States, and Auckland - New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.

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 - 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.

Good to Know

• Salary: The base salary offer for this role will be between $70,000-$75,000 dependent on experience and skills, plus an options grant under Fresho’s ESOP 🚀
• Incentives: We also offer additional earning opportunities through our Onboarding team incentive programs (such as referrals and customer reviews)!
• Location: Based in our Brooklyn (Dumbo) office. Once ramped, you’ll transition to a hybrid model with flexibility to work from home 1–2 days per week. You’ll work from a great shared workspace alongside our SDRs, Sales, Launch team and US leadership. In-person collaboration and building a strong US team culture is an important part of how we work.
• Travel/On-Site Work: Regular New York, domestic US, and possible international travel is required to support suppliers on-site during their Fresho launch - a chance to see your work in action and build real relationships. Travel cadence and duration varies depending on the project - some months may involve no travel, while others could require being onsite a few weeks in the month. Onsite dates are usually planned in advance with good lead time.
• Hours: This role requires someone with ongoing schedule flexibility. There is work outside of core business hours to support internal collaboration with global teams and align with supplier schedules. In the industries we service, hours can include early mornings, late evenings, or very occasionally - weekends and overnight support, depending on the project and schedule. You’ll see firsthand how your work transforms businesses and lives, build relationships with passionate suppliers, and truly immerse yourself in the industry. It’s fast-paced, energising, and deeply rewarding! 🤝 Fresho has a dedicated Onboarding Time in Lieu procedure to support your balance.
• Training & Onboarding: You’ll be fully supported during your onboarding, with guidance from our experienced UK team to get you set up for success.

A glimpse into the week of a Fresho Onboarding Team Member

No two days are quite the same, but here is a high level glimpse into what a week could look like…….

• Start your morning reviewing your onboarding pipeline - checking in with suppliers, answering launch-day questions, rescheduling a training, or nudging along a delayed data file.
• A new supplier lands in your queue - just handed over from Sales. You dive into scoping: aligning with internal teams, mapping out timelines, and ensuring resourcing and priorities are set for success.
• By midweek, you’re onsite at a supplier’s warehouse for a planned launch 🚚 - helping set up accounting integrations, resolving real-time hiccups, and delivering face-to-face training to get them confident on Fresho.
• Back online, you’re running a remote training session with another customer - guiding them through data prep, platform tips, and answering questions to keep their launch moving.
• You’re also sharing feedback with the Product team, collaborating cross-functionally, and practising Radical Candor 🤝 - giving and receiving constructive feedback that helps each other and our product evolve.
• And of course, you’ll celebrate wins in Slack 🎉, enjoy socials with the team 👥, and a coffee or after-work beverage overlooking a great view of the Manhattan Bridge ☀️

Responsibilities

Customer Relationships & Implementation Ownership:

• 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.

Project & Launch Management:

• 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.

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 to ensure a seamless transition.
• 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 to resolve issues efficiently.
• Stay across platform/product updates and tools to ensure customers always receive accurate and up-to-date guidance.

Collaboration and Product Development:

• Collaborate with cross-functional teams, including marketing and product development, to enhance customer experience and drive product innovation.
   

Qualifications, Skills, and Experience

Must Haves:

• 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.
   

It's a Bonus if You Bring:

• 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.
   

Fresho Perks and Benefits

• Employee Share Option Plan (ESOP) so you can share in Fresho’s success 📈
• Time Off that supports balance: 20 days PTO + 10 days sick leave + 11 public holidays per year🌴
• 🏥🦷 🌱 Benefits:
  • Medical coverage with a choice of Cigna PPO plans; our benefits package currently includes a 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 through our benefits package
  • 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 to help you grow and exceed your potential
• 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 so you can look sharp in our branded swag
• Referral bonuses - invite your friends and get paid for it!
• Employee Assistance Program (EAP) to support your mental health and wellbeing 💚
• CEO Book Club where role related e-books are on us