Implementation Consultant

TransTRACK

About The Position

The Implementation Consultant is responsible for serving as the lead in implementing TransTrack software that supports agency ridership data trends and reporting needs. This individual directly interacts with TransTrack customers to provide high quality software solutions from contract signing through the lifetime of the product. Your responsibilities will include business analysis, requirements gathering, software installation/configuration, software testing, and training. In addition, you will also be responsible for designing technical training materials and facilitating training sessions for customers in a wide variety of delivery methods. This role reports to the Manager of Professional Services. Job Description: Duties/Responsibilities: Working 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. Using 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. Providing support during and after a project implementation. Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate. Always looking for ways to make things better, faster and more streamlined – both for customers and internally. 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). Education and Experience: Bachelors 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 role. Understanding of the North American Transit Industry and Agencies is preferred. 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. Duties/Responsibilities: Working 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. Using 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. Providing support during and after a project implementation. Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate. Always looking for ways to make things better, faster and more streamlined – both for customers and internally. 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). Education and Experience: Bachelors 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 role. Understanding of the North American Transit Industry and Agencies is preferred. 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.

Requirements

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).
Bachelors 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 role.

Nice To Haves

Understanding of the North American Transit Industry and Agencies is preferred.

Responsibilities

Working 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.
Using 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.
Providing support during and after a project implementation.
Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
Always looking for ways to make things better, faster and more streamlined – both for customers and internally.
Other duties as assigned.