Senior Implementation Consultant

RELX•Franklin, TN

11d

About The Position

The Senior Implementation Consultant leads complex customer implementations and serves as a subject matter expert in products, customer workflows, and implementation best practices. The role partners directly with customers and cross-functional teams to plan, configure, test, launch, stabilize, and support adoption of products and services. It works closely with Product Management, Technology, Operations, Support, Sales, and Customer Success to understand customer requirements, identify risks, recommend solutions, and deliver successful outcomes. The consultant also mentors other implementation team members and supports consistency, knowledge sharing, and continuous improvement across implementation activities.

Requirements

At least 5 years of Vital Records industry experience.
At least 5 years of experience 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 translating them into implementation solutions.
Experience managing 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.
A high school diploma or equivalent is required.

Nice To Haves

Additional education, professional training, industry certifications, or relevant experience are preferred but not required.
Experience supporting large-scale or multi-product implementations.

Responsibilities

Lead complex customer implementations from discovery through configuration, testing, go-live, stabilization, and transition to support.
Develop and manage implementation plans covering scope, timelines, milestones, ownership, dependencies, risks, and deliverables.
Build relationships with customers and stakeholders by understanding their business processes, operational needs, and product requirements.
Facilitate customer meetings, requirements workshops, project planning sessions, and status reviews.
Act as the primary point of contact for implementation issues, identify risks, and drive timely resolution and escalation when needed.
Translate customer requirements into solution designs using product knowledge, configuration expertise, and implementation best practices.
Coordinate cross-functional teams, internal resources, and third-party partners to support project delivery and launch readiness.
Monitor implementation progress, communicate status to stakeholders, and develop mitigation or recovery plans for challenges and delays.
Validate customer readiness, provide guidance, and promote effective use of product capabilities to support adoption and long-term success.
Mentor team members, share best practices, support onboarding, and improve implementation processes, tools, and documentation.