Note: The job is a remote job and is open to candidates in USA. VitalEdge Technologies is a company focused on providing Integrated Rental solutions. As a Senior Implementation Consultant, you will support customers throughout their journey, from implementation to go-live support, ensuring a seamless experience and successful adoption of the solutions.
Responsibilities
- Manage & respond to customer inquiries and issues with a focus on timely, clear, and thorough resolution
- Diagnose issues, determine root causes, and collaborate with internal project managers to ensure issues are tracked, resolved, and communicated appropriately
- Escalate customer implementation and support issues through documented processes when needed
- Serve as one of the primary points of contact between Integrated Rental and its customers
- Build strong relationships with customer stakeholders, including business and operational leaders
- Practice open and honest communication with team members and clients
- Guide customers through system functionality, workflows, and best practices to drive successful adoption
- Support new customer onboarding and assist customers as they transition onto Integrated Rental solutions
- Engage new customers during implementation to help establish a strong foundation for the ongoing customer relationship
- Assist with implementation activities by supporting planning, communication, coordination, and customer readiness efforts
- Help align system setup, customer workflows, and operational goals during the implementation process
- Develop expertise in the Integrated Rental suite of applications
- Lead customer discussions and provide training on application functionality
- Deliver training to customer system administrators on IR product functionality, as needed
- Collaborate with Support and internal teams to provide quality documentation and maintain accurate implementation or customer records
- Support customers through go-live and the transition from legacy systems
- Facilitate validation of converted data, system configurations, and workflows
- Assist with test scenarios and readiness activities to help ensure customer accuracy and confidence prior to go-live
- Conduct post-go-live follow-ups to support adoption and satisfaction
- Collaborate across internal teams to ensure thorough ticket resolution and successful customer outcomes
- Work cross-functionally with Product, Support, Project Management, Development, and Account Management teams to address business and technical challenges
- Identify customer process gaps and optimization opportunities
Skills
- 5+ years of experience in Heavy equipment, rental, or industrial industry experience
- Rental business experience, preferably with hands-on knowledge of rental operations
- Customer support or customer-facing service experience
- Practical accounting, financial systems, or operational systems knowledge
- Experience working with data tools such as Excel, SQL, or similar tools
- Ability to work under general direction with a high degree of autonomy
- 15% travel, occasional off-hours or weekend work with advance notice
- Exceptional interpersonal skills
- Strong verbal and written communication abilities
- Ability to lead virtual meetings, customer discussions, workshops, and training sessions
- Self-starter with strong time management skills
- Effective in a fast-paced, team-oriented environment
- Strong multitasking abilities
- Ability to collaborate with remote developers and internal teams, including during non-traditional business hours when needed
- A passion for learning and experimenting with new technologies
- Ability to communicate progress, updates, risks, and next steps clearly to both internal stakeholders and customers
- Background in business administration, marketing, information technology, or a related field
- Familiarity with Monday.com and Microsoft tools
- Prior experience supporting software implementations, customer onboarding, training, or post-go-live support
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