Senior Implementation Consultant

Description

The role leads complex customer implementations and acts as the subject matter expert on the products, customer workflows, and implementation best practices. It covers planning, configuration, testing, launch, stabilization, and adoption, and works directly with customers and internal teams.

You will work with Product Management, Technology, Operations, Support, Sales, and Customer Success to learn what customers need, spot risks, suggest solutions, and deliver results. You will also mentor other implementation team members and help the group stay consistent, share knowledge, and keep improving its work.

Responsibilities

• Guide complex customer implementations from discovery through configuration, testing, and go-live, then through stabilization and handoff to support.
• Build and maintain implementation plans covering scope, timelines, milestones, owners, dependencies, risks, and deliverables.
• Earn the trust of customers and stakeholders by learning their business processes, operational needs, and product requirements.
• Run customer meetings, requirements workshops, planning sessions, and regular status reviews to keep everyone aligned and moving.
• Act as the main contact for implementation issues, raising risks early and driving quick fixes or escalations when needed.
• Turn customer requirements into solution designs using your product knowledge, configuration skills, and implementation practice.
• Organize internal teams, company resources, and third-party partners so projects deliver on time and launch on schedule.
• Track implementation progress, report status to stakeholders, and build mitigation or recovery plans for delays and problems.
• Help customers adopt the product and succeed over time by confirming readiness, giving guidance, and encouraging use of product features.
• Coach team members, share implementation practices, help with onboarding, and improve processes, tools, and documentation.

Requirements

• 5+ years of Vital Records industry experience.
• 5+ years in customer implementation, product management, project management, business analysis, or a related field.
• 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 turning them into implementation solutions.
• Experience juggling 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.
• A high school diploma or equivalent is required.
• Additional education, professional training, industry certifications, or relevant experience are preferred but not required.

Conditions

U.S. national base pay range is $95,300 to $158,800. Geographic differentials may apply in some locations to reflect local market rates.

This job is eligible for an annual incentive bonus.

Equal opportunity and accommodation support are available during hiring on request.

Benefits

• Country-specific benefits are available; details are provided by location.