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.

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.

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.