Implementation Consultant

Job Summary:

The Implementation Consultant is responsible for managing the end-to-end implementation of TransTrack solutions for their clients, guiding customers from contract execution through go-live and into ongoing product success. This individual serves as the primary point of contact for TransTrack customers, delivering high-quality software solutions through expert business analysis, requirements gathering, system configuration, integration support, testing, end-user training, go-live, and post go-live support. The role requires a strong understanding of the North American transit industry, familiarity with transit operations and reporting workflows, and an ability to leverage emerging AI-driven tools and analytics to enhance implementation outcomes. The Implementation Consultant is also responsible for developing technical training materials and delivering training across a variety of formats and audiences. This role reports to the Manager of Professional Services.

Job Description:

Duties/Responsibilities:  

• Work closely with our customers, professional services team, project manager, and development team to ensure that our solution is delivered and operational in the most efficient and effective manner possible.
• Analyze and document in detail a customer's environment to communicate with development team.
• Develop strong relationships with your clients and establish credibility and trust.
• Confidently communicate status updates to internal and external stakeholders.
• Work under minimal supervision and deal with multiple projects effectively and efficiently, meeting stringent timelines and changing priorities. 
• Use your strong leadership skills and ability to think analytically and strategically to resolve problems. 
• Create training content and deliver training to the customers end users or subject matter experts.
• Provide support during and after a project implementation.
• Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and timely escalation when appropriate.
• Identify areas of improvement in processes, tools, and procedures internally/externally. 
• Other duties as assigned.

Required Skills/Abilities:

• Superior troubleshooting and problem-solving skills
• Excellent communication and active listening skills
• A strong work ethic; self-directed and resourceful.
• Ability to work independently and as a team member.
• Ability to work in a fast-paced environment.
• Proficient in Microsoft Office Suite and related software(s).
• Familiarity with AI-powered tools, analytics platforms (Power BI, MS Fabric, etc.), or automation technologies as applied to software implementation or transit operations.
• Familiarity with relational databases, querying languages, and scripting.

Education and Experience:

• Bachelor's Degree or Diploma relevant to the information technology industry is preferred.
• A minimum of 3 years of direct customer facing experience in a technical software support or consultant role.
• Direct experience working within or alongside North American public transit agencies, including familiarity with transit operations, ridership data, reporting workflows, and agency procurement processes, is strongly preferred.
• Prior experience with TransTrack Manager is a significant asset; candidates with hands-on configuration, training, or support experience in TransTrack Manager will be given strong preference.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer/laptop.
• Ability to travel up to 40% of the time (including domestic and international), sometimes for extended periods, which may involve sitting during transit and walking at various locations.
• Must be able to lift up to 10 pounds at a time.
• Must be able to handle high utilization of hand and wrist dexterity.

Disclaimers:

• All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees.
• This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.
• TransTrack remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer.

Worker Type:

Regular

Number of Openings Available:

1