Implementation Consultant - Integrated Rental

Position Overview: As an Implementation Consultant, you will play a critical role in supporting customers throughout their Integrated Rental journey, from implementation and onboarding through go-live support, adoption, and long-term success. This role partners closely with Senior Customer Success Managers, Account Managers, Support, Product, and internal operations teams to ensure customers receive a seamless experience and are positioned to successfully use Integrated Rental Solutions in their business. This position is ideal for someone who is determined, diligent, detail-oriented, customer-focused, and comfortable working in fast-paced, collaborative environments. The role combines knowledge of the rental industry, client-facing communication, support ticket management, guidance on system functionality, implementation engagement, and continuous improvement to help customers achieve strong operational outcomes. Key Responsibilities: 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-functionally with Product, Support, Project Management, Development , and Account Management teams to address business and technical challenges. 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