Retail Software Implementation Consultant (Senior)

TitleSenior Software Implementation ConsultantEmployerFor nearly 15 years, Orchid has been the firearms industry’s leading provider of FFL technology, compliance, and education solutions, serving more than 11,000 FFL users. Trusted by the largest names in shooting sports, Orchid powers the systems through which nearly 25 million firearm transactions are processed each year, with more than 60% of all U.S.-manufactured firearms flowing through its flagship Orchid eBound™ platform. The company is the only provider offering a fully integrated suite of FFL Bound Book, electronic 4473, native 4473 electronic storage, POS, eCommerce, 2A-friendly payment processing, and in-house compliance services, backed by a 100% Attorney Compliance Guarantee (terms apply). Together with its legal affiliate, FFL Law, Orchid delivers the industry’s most complete ecosystem of software, payments, and regulatory expertise, helping clients run efficient, profitable, and ATF-compliant operations.The RoleThe Senior Software Implementation Consultant is one of Orchid’s lead trainers. For many clients, this person is the first real experience of working with Orchid, and their training decides whether a store goes live with confidence. You will train store owners, managers, and counter staff so they can run their business on Orchid on day one. You may be asked to handle larger, multi-store accounts, where you will need to coordinate many locations, user roles, and stakeholders at once. You’ll work remotely and travel about 10% of the time to lead on-site implementations and go-lives.Minimum ExpectationsStrong understanding of retail gun store operations: counter sales, firearm transfers, the 4473 process, special orders, layaways, consignment, gunsmithing, and inventory receivingStrong working knowledge of Microsoft Excel, including sorting, filtering, XLOOKUP, data cleanup, and building and validating import filesProven ability to train adults of varied technical ability, from first-time POS users to experienced multi-store operatorsAble to travel up to 10% for on-site implementationsPreferred Qualifications3+ years in software training, implementation, or customer success, ideally retail POSExperience behind the counter at an FFL, or working directly with FFL dealersFamiliarity with ATF A&D (bound book) requirements and Form 4473Experience creating training materials, such as guides, videos, quick-reference cards, and webinarsApplicable Software ApplicationsOrchid POS™ (including Orchid POS Enterprise for multi-store retailers)Orchid eCommerce™Orchid eBound™OverviewBase Salary: Depends on ExperienceTitle: Senior Software Implementation ConsultantReports to: Manager, Customer Success / Sr. Director of Customer SuccessBonus Structure: Incentive compensation eligibleLocation: Remote (work from home), with up to 10% travelPaid Time Off (PTO): Three weeks of PTO plus holidaysOther: Company computer provided and up to $30/mo phone service expenseRetirement Program: Eligible per benefits program after 6 months of employment. Orchid LLC will 100% match up to the first 6% of employee contribution.Job Type, Location and HoursJob Type: Full-timeOffice Location: TelecommuteTravel: Up to 10% (on-site client implementations)Relocation: NoJob ResponsibilitiesAllocation of time is as follows:80% training (remote and on-site)10% data migration10% account on-boardingTraining: Core of the Role (80%)Training DeliveryPlan, schedule, and lead every client training session from kickoff through go-liveDeliver live remote training on Orchid POS, eCommerce, and eBound, built around how each client actually runs their storeTrain by role: owners and managers (reporting, pricing, purchasing, user permissions, end-of-day), counter staff (sales, returns, transfers, 4473 workflow, layaways, special orders), and back office (receiving, inventory counts, vendor management)Train clients on hardware, including registers, receipt printers, barcode scanners, label printers, cash drawers, and payment terminalsTeach new business processes, not just software clicks. Show clients how Orchid changes their daily workflow and why it matters for compliance.Adjust pace and approach to each audience, from first-time users to experienced operators switching from a competitor’s systemMulti-Store and Enterprise AccountsProvide training for multi-location retailers, coordinating schedules, trainers, and stakeholders across storesDesign rollout plans for multi-store accounts, including phased go-lives, train-the-trainer programs, and store-by-store readiness checksTrain on multi-store features such as inter-store transfers, consolidated reporting, location-level permissions, and centralized purchasingAct as the main training contact for key accounts, keeping ownership and management informed of progress and risksOn-Site Implementations (Up to 10% Travel)Travel to client locations to lead on-site training, go-live support, and hardware setupRun go-live day at the counter, supporting staff through their first live transactionsRun on-site process reviews to spot workflow gaps and fix them before they become support ticketsTraining Environments and ReadinessSet up client-specific training environments with the client’s own products, users, and settingsBuild practice scenarios that mirror real store situations, such as a firearm sale with transfer, a trade-in, a special order, or a returnConfirm readiness before go-live, making sure every user can complete the transactions they’ll handleTraining Content and Continuous ImprovementBuild and maintain training materials, including user guides, quick-reference cards, checklists, recorded walkthroughs, and webinar contentKeep training content up to date as Orchid releases new featuresTrack training outcomes, such as user readiness, post-go-live support volume, and client satisfaction, and use them to improve the programPass client feedback and recurring friction points to Product and SupportMentor and help train other implementation team membersPost-Go-Live AdoptionRun follow-up sessions after go-live to reinforce skills and introduce advanced featuresHand clients off cleanly to Customer Success and Support, with documented account notesAccount On-boarding (10%)Help clients set up new accounts, including store and eCommerce creationGather information about retail store operations: registers, employees, nature of inventory, suppliers, and number of locationsAssess hardware needs and work with the client to acquire that hardwareUnderstand the client’s broader eCommerce needs and capture the initial design intentConfiguration and Data / File Loading (10%)Configure POS and eCommerce settingsExplain the relevant data file types to the clientReceive and organize Excel/CSV data filesReview, clean, and update Excel/CSV data filesCoordinate a regulatory review of firearms/ATF bound book dataHelp clients load data files (customers, vendors, inventory, gift cards, gunsmithing, etc.)Coordinate initial catalog loads, distributor integrations, and third-party integrationsJob QualificationsExperienceGun store experienceStrong organizational skills with a deep attention to detailExcellent interpersonal and communication skills, including the ability to maintain control of critical and difficult customer situationsTechnical / Software QualificationsRetail Point of Sale (POS) softwareRetail eCommerce softwareMicrosoft Excel