Customer Implementation and Support Specialist (Remote - USA)

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.