Customer Implementation and Support Specialist (Remote - USA)
关于 AssetIntel AssetIntell 是一个致力于为交通基础设施行业开发创新资产管理软件的软件公司。我们的客户包括州运输部，城市，收费局，通勤机构，联邦公路行政和土木工程公司。我们的产品如检查 X,紧急 X 和管理 X,简化了桥梁，道，道等基础设施管理，检查和应急响应。在 www.assetintel.co 上了解更多。角色概述 我们正在寻找一个客户实施和支持专家，他热衷于帮助客户成功地采用和利用 AssetIntel 的软件解决方案。理想候选人将是客户关注，技术熟练，经验丰富的管理软件实现，培训用户，建立长期客户关系。这个角色负责领导客户安装和执行活动，配置解决方案以满足客户需求，提供培训，并担任整个客户生命周期中可信的顾问。该职位还为升级技术问题提供先进支持，并与产品，质量检测和工程团队密切合作以确保成功的项目交付和高水平的客户满意度。这是一个远程位置；然而，偶尔需要前往客户网站，培训活动和行业会议。关键责任 客户实施 (~50%) · 为新和现有客户实现软件实施，确保成功部署和采用 AssetIntel 解决方案。·促进客户从传统系统转向 inspectX,包括要求收集，项目规划和执行活动。· 配置表格，属性，工作流程，报告和系统设置以满足客户特定要求。·协调并验证数据迁移努力，与 QA 和开发团队密切合作解决差异并确保数据质量。·管理用户接受测试 (UAT),实时活动以及发射后支持以确保顺利过渡到生产。· 与内部团队协作确定实施挑战，确保项目里程碑在计划中完成。客户支持 (~20%) ·作为需要先进的故障排除，分析或协调的升级客户支持门票的主要接触点。·调查和调整。
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About AssetIntel
AssetIntel is a software company dedicated to developing innovative asset management software for the transportation infrastructure industry. Our clients include State Departments of Transportation, Cities, Toll Authorities, Transit Agencies, the Federal Highway Administration, and Civil Engineering Firms. Our products, such as inspectX, emergencyX, and manageX, streamline infrastructure management, inspection, and emergency response for bridges, culverts, tunnels, and more. Learn more at www.assetintel.co.
Role Overview
We are seeking a Client Implementation and Support Specialist who is passionate about helping clients successfully adopt and utilize AssetIntel's software solutions. The ideal candidate will be client-focused, technically proficient, and experienced in managing software implementations, training users, and building long-term client relationships.
This role is responsible for leading client onboarding and implementation activities, configuring solutions to meet client requirements, delivering training, and serving as a trusted advisor throughout the client lifecycle. The position also provides advanced support for escalated technical issues and works closely with Product, QA, and Engineering teams to ensure successful project delivery and a high level of client satisfaction.
This is a remote position; however, occasional travel to client sites, training events, and industry conferences may be required.
Key Responsibilities
Client Implementation (~50%)
- Lead software implementations for new and existing clients, ensuring successful deployment and adoption of AssetIntel solutions.
- Facilitate the transition of clients from legacy systems to inspectX, including requirements gathering, project planning, and implementation activities.
- Configure forms, attributes, workflows, reports, and system settings to meet client-specific requirements.
- Coordinate and validate data migration efforts, working closely with QA and Development teams to resolve discrepancies and ensure data quality.
- Manage user acceptance testing (UAT), go-live activities, and post-launch support to ensure a smooth transition to production.
- Collaborate with internal teams to identify implementation challenges and ensure project milestones are completed on schedule.
Customer Support (~20%)
- Serve as the primary point of contact for escalated client support tickets requiring advanced troubleshooting, analysis, or coordination.
- Investigate and resolve complex issues using supportX, database queries, logs, and other internal tools.
- Work closely with Product and Development teams to identify root causes and drive timely resolution of client issues.
- Communicate findings, status updates, and resolutions to internal stakeholders and clients in a professional and timely manner.
- Identify recurring support trends and collaborate with the team to improve processes, documentation, and product quality.
Customer Success (~20%)
- Build and maintain strong relationships with clients through regular meetings and ongoing communication.
- Serve as a trusted advisor by understanding client goals, gathering feedback, and identifying opportunities to improve their use of AssetIntel solutions.
- Tailor and deliver virtual and in-person training sessions for new and existing users on product functionality, workflows, and best practices.
- Deliver webinars and product demonstrations as needed to promote product adoption.
- Monitor client engagement and adoption, proactively addressing concerns and recommending solutions to maximize value.
Documentation (~10%)
- Maintain clear and up-to-date documentation on Confluence, Notion, Zendesk, and Jira for client interactions, troubleshooting processes, and system configurations.
- Develop and maintain knowledge base articles for common support inquiries.
Required Skills and Qualifications
- Strong communication skills with the ability to build relationships with clients and collaborate effectively with internal teams.
- Deep knowledge of bridge inspection processes, including NBI and SNBI.
- Proficiency in at least one bridge inspection system (e.g., inspectX, AASHTOWare BrM, or Bentley AssetWise).
- Solid IT knowledge with the ability to quickly learn and use tools like SQL, Postman, and Zendesk.
- Experience with project management, including tracking milestones, coordinating teams, and meeting deadlines.
Preferred Qualifications
- Familiarity with database querying tools.
- Basic coding knowledge.
- Experience documenting technical information in tools such as Confluence or Notion.
- Exposure to agile project management methodologies.
Why Join Us?
- Remote-First Culture: Work from anywhere in the USA.
- Growth Opportunities: Be part of a growing company in the transportation asset management space.
- Comprehensive Benefits: Market-competitive compensation, performance-based bonuses, and a generous vacation policy.
- Health Insurance: Health insurance to ensure your well-being.
- 401(k) Plan: Save for your future with our employer-supported retirement plan.
- Impactful Work: Help transform how infrastructure is managed and maintained across the U.S. and beyond.
Originally posted on Himalayas