Customer Support & Issue Resolution

• 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.

Customer Engagement & Relationship Management

• 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.

Implementation Support & Onboarding

• 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.

Training, Documentation & Product Knowledge

• 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.

Data Validation, Go-Live & Adoption

• 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.

Cross-Functional Collaboration & Continuous Improvement

• Collaborate across internal teams to ensure thorough ticket resolution and successful customer outcomes.
• Work cross-functionallywithProduct, Support, Project Management, Development, andAccountManagementteamstoaddressbusiness andtechnicalchallenges.
• Identify customer process gaps and optimization opportunities

What success looks like:

• Customers receive timely, accurate, and professional support through Email or Monday.com chats.
• New customers experience smooth onboarding, implementation support, and go-live readiness.
• Customer implementation satisfaction, adoption, and effective platform usage remain strong.
• Customer issues are documented, prioritized, communicated, and resolved through appropriate internal processes.
• The Implementation Consultant builds trusted advisor relationships with customers and helps facilitate lasting relationships with IR Account Manager and Customer Success teams.
• Internal teams receive clear updates, documentation, and communication related to customer needs, risks, and follow-up items.
• Process gaps and improvement opportunities are identified and shared to strengthen customer experience and operational efficiency.

Qualifications (Minimum Requirements):

• 2+ years of experience in heavy equipment, rental, or industrial industry.
• 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

VitalEdge is an Equal Opportunity Employer