Senior Customer Implementation & Support Specialist – Remote (USA) – Leading Digital Transformation in Infrastructure Asset Management for brighthush

About brighthush

brighthush is a forward‑thinking technology company that builds cutting‑edge software solutions for the transportation infrastructure sector. Our mission is to empower state departments of transportation, municipalities, toll authorities, transit agencies, federal agencies, and civil engineering firms with tools that streamline asset management, inspection, and emergency response for bridges, culverts, tunnels, and more. By combining industry expertise with innovative cloud technology, we help our clients reduce maintenance costs, improve safety, and extend the life of critical infrastructure.

Role Overview

We are looking for a Senior Customer Implementation & Support Specialist who thrives on building lasting client relationships and ensuring the seamless adoption of brighthush’s software suite. In this hybrid role, you will lead end‑to‑end implementation projects, deliver high‑impact training, and provide advanced technical support. Your work will directly influence how our clients manage their assets, respond to emergencies, and maintain compliance with national standards.

Why This Role Matters

Infrastructure is the backbone of our economy, and the tools we provide help keep it safe and efficient. As a specialist at brighthush, you will:

• Serve as the primary bridge between our technology and the people who rely on it.
• Drive adoption of industry‑leading solutions that reduce inspection time by up to 40%.
• Help clients transition from legacy systems to modern, cloud‑based platforms.
• Influence product evolution through real‑world feedback and data‑driven insights.

Key Responsibilities

Client Implementation – 50%

• Lead End‑to‑End Deployments: Manage the full implementation lifecycle for new and existing clients, ensuring on‑time delivery and high adoption rates.
• Requirements & Planning: Conduct discovery workshops, capture functional and technical requirements, and develop detailed project plans with clear milestones.
• System Configuration: Customize forms, attributes, workflows, reports, and system settings to align with each client’s unique processes.
• Data Migration: Coordinate data extraction, transformation, and loading (ETL) activities; validate data integrity with QA and Development teams.
• User Acceptance Testing (UAT): Facilitate UAT sessions, gather feedback, and orchestrate go‑live activities while providing post‑launch support.
• Cross‑Functional Collaboration: Work closely with Product, QA, Engineering, and Sales to resolve implementation challenges and keep projects on schedule.

Customer Support – 20%

• Advanced Troubleshooting: Serve as the first line of defense for escalated support tickets, diagnosing complex issues using supportX, database queries, logs, and internal tools.
• Root Cause Analysis: Partner with Product and Development to identify underlying problems and drive timely fixes.
• Communication: Provide clear status updates to stakeholders and clients, ensuring transparency and trust.
• Process Improvement: Analyze support trends, recommend enhancements, and contribute to the creation of knowledge base articles.

Customer Success – 20%

• Relationship Building: Maintain regular touchpoints with clients to understand their goals and challenges.
• Trusted Advisor: Offer strategic guidance on best practices, feature utilization, and workflow optimization.
• Training & Enablement: Design and deliver virtual and in‑person training sessions tailored to new and existing users.
• Webinars & Demos: Host product demonstrations and webinars to promote adoption and showcase new features.
• Adoption Monitoring: Track engagement metrics, identify adoption gaps, and recommend solutions to maximize ROI.

Documentation – 10%

• Knowledge Management: Keep Confluence, Notion, Zendesk, and Jira documentation up to date with client interactions, troubleshooting steps, and configuration details.
• Content Creation: Author and maintain knowledge base articles for common support inquiries and best‑practice guides.

Essential Qualifications

• Strong communication and interpersonal skills, with the ability to build rapport with clients and collaborate across teams.
• Deep understanding of bridge inspection processes, including National Bridge Inventory (NBI) and State‑wide National Bridge Inventory (SNBI) standards.
• Proficiency in at least one bridge inspection system (e.g., inspectX, AASHTOWare BrM, or Bentley AssetWise).
• Solid IT foundation, comfortable learning SQL, Postman, and Zendesk quickly.
• Experience managing projects: tracking milestones, coordinating cross‑functional teams, and meeting deadlines.

Preferred Qualifications

• Familiarity with database querying tools (SQL Server, MySQL, PostgreSQL).
• Basic coding knowledge (Python, JavaScript, or similar).
• Experience documenting technical information in Confluence or Notion.
• Exposure to Agile project management methodologies (Scrum, Kanban).

Skills & Competencies

• Technical Acumen: Ability to translate complex technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Problem‑Solving: Analytical mindset with a knack for diagnosing issues and crafting effective solutions.
• Project Management: Proven track record of delivering projects on time and within scope.
• Customer‑Centricity: Passion for exceeding client expectations and building long‑term partnerships.
• Adaptability: Comfortable working in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the infrastructure we serve. You will:

• Progress from Implementation Specialist to Senior Implementation Lead or Customer Success Manager.
• Gain exposure to product strategy, roadmap planning, and feature prioritization.
• Participate in cross‑functional training programs covering cloud architecture, data analytics, and advanced bridge engineering.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Benefit from a mentorship program that pairs you with senior leaders in engineering, product, and sales.

Work Environment & Culture at brighthush

We champion a remote‑first culture that empowers you to work from anywhere in the USA. Our core values—innovation, collaboration, integrity, and impact—guide every decision we make. You’ll join a team that:

• Values open communication and transparent decision‑making.
• Encourages continuous learning through internal tech talks, hackathons, and external courses.
• Celebrates successes with regular virtual team events and annual in‑person retreats.
• Prioritizes work‑life balance, offering flexible hours and generous vacation policies.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior implementation specialists.
• Performance‑based bonuses tied to client satisfaction, project delivery, and adoption metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with employer match.
• Unlimited paid time off (PTO) and a generous vacation policy.
• Professional development stipend for courses, certifications, and conferences.
• Equity options for eligible employees, aligning your success with the company’s growth.

How to Apply

If you are ready to make a tangible impact on the infrastructure that keeps our communities moving, we want to hear from you. Submit your application through our careers portal or click the link below to apply directly.

Apply to this role at brighthush

Join brighthush Today

Become part of a mission‑driven team that is redefining how infrastructure is managed across the United States and beyond. Your expertise will help bridge the gap between cutting‑edge technology and the people who keep our roads, bridges, and tunnels safe. Apply now and start your journey with brighthush.