Senior Implementation Consultant

Franklin, TN

Full time

R119736

About the role:

The Senior Implementation Consultant is responsible for leading complex customer implementations and serving as a subject matter expert for products, customer workflows, and implementation best practices. This role partners directly with customers and cross-functional teams to ensure successful planning, configuration, testing, launch, stabilization, and adoption of products and services.

The Senior Implementation Consultant works closely with Product Management, Technology, Operations, Support, Sales, and Customer Success to understand customer requirements, identify risks, recommend solutions, and ensure successful delivery outcomes. This position also serves as a mentor and resource to other implementation team members, helping drive consistency, knowledge sharing, and continuous improvement across implementation activities.

Responsibilities

• Lead complex customer implementations from discovery through configuration, testing, go-live, stabilization, and transition to support.

• Develop and manage implementation plans, including scope, timelines, milestones, ownership, dependencies, risks, and deliverables.

• Build trusted relationships with customers and stakeholders by understanding their business processes, operational needs, and product requirements.

• Facilitate customer meetings, requirements workshops, project planning sessions, and ongoing status reviews to ensure alignment and progress.

• Serve as the primary point of contact for implementation issues, proactively identifying risks and driving timely resolution and escalation when needed.

• Translate customer requirements into effective solution designs by applying deep product knowledge, configuration expertise, and implementation best practices.

• Coordinate cross-functional teams, internal resources, and third-party partners to ensure successful project delivery and launch readiness.

• Monitor implementation progress, communicate project status to stakeholders, and develop mitigation or recovery plans to address challenges and delays.

• Support customer adoption and long-term success by validating readiness, delivering guidance, and promoting effective use of product capabilities.

• Mentor team members, share implementation best practices, support onboarding efforts, and drive continuous improvement of processes, tools, and documentation.

Requirements:

• 5 + years of Vital Records industry experience.

• 5 + years of customer implementation, product management, project management, business analysis, or related experience.

• Experience leading complex customer implementations from planning through launch.

• Experience working directly with government customers and cross-functional delivery teams.

• Experience gathering business requirements and translating them into implementation solutions.

• Experience managing multiple projects, customers, or workstreams with competing priorities.

• Experience with VitalChek, VitalIQ, VitalAmend, payment solutions, storefronts, or related Vital Records products.

• Experience working with state, county, or local government agencies.

• Experience mentoring or coaching team members.

• Experience supporting large-scale or multi-product implementations.

Education

A high school diploma or equivalent is required. Additional education, professional training, industry certifications, or relevant experience are preferred but not required.

U.S. National Base Pay Range: $95,300 - $158,800. Geographic differentials may apply in some locations to better reflect local market rates.

This job is eligible for an annual incentive bonus.

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