Note: The job is a remote job and is open to candidates in USA. Orchid LLC provides software and compliance solutions for firearms retailers. The Senior Software Implementation Consultant trains clients on Orchid’s retail software, leads implementations and go-lives, and supports account onboarding and data migration.
Responsibilities
- Plan, schedule, and lead every client training session from kickoff through go-live
- Deliver live remote training on Orchid POS, eCommerce, and eBound, built around how each client actually runs their store
- Train 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 terminals
- Teach 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 system
- Provide training for multi-location retailers, coordinating schedules, trainers, and stakeholders across stores
- Design rollout plans for multi-store accounts, including phased go-lives, train-the-trainer programs, and store-by-store readiness checks
- Train on multi-store features such as inter-store transfers, consolidated reporting, location-level permissions, and centralized purchasing
- Act as the main training contact for key accounts, keeping ownership and management informed of progress and risks
- Travel to client locations to lead on-site training, go-live support, and hardware setup
- Run go-live day at the counter, supporting staff through their first live transactions
- Run on-site process reviews to spot workflow gaps and fix them before they become support tickets
- Set up client-specific training environments with the client’s own products, users, and settings
- Build practice scenarios that mirror real store situations, such as a firearm sale with transfer, a trade-in, a special order, or a return
- Confirm readiness before go-live, making sure every user can complete the transactions they’ll handle
- Build and maintain training materials, including user guides, quick-reference cards, checklists, recorded walkthroughs, and webinar content
- Keep training content up to date as Orchid releases new features
- Track training outcomes, such as user readiness, post-go-live support volume, and client satisfaction, and use them to improve the program
- Pass client feedback and recurring friction points to Product and Support
- Mentor and help train other implementation team members
- Run follow-up sessions after go-live to reinforce skills and introduce advanced features
- Hand clients off cleanly to Customer Success and Support, with documented account notes
- Help clients set up new accounts, including store and eCommerce creation
- Gather information about retail store operations: registers, employees, nature of inventory, suppliers, and number of locations
- Assess hardware needs and work with the client to acquire that hardware
- Understand the client’s broader eCommerce needs and capture the initial design intent
- Configure POS and eCommerce settings
- Explain the relevant data file types to the client
- Receive and organize Excel/CSV data files
- Review, clean, and update Excel/CSV data files
- Coordinate a regulatory review of firearms/ATF bound book data
- Help clients load data files (customers, vendors, inventory, gift cards, gunsmithing, etc.)
- Coordinate initial catalog loads, distributor integrations, and third-party integrations
Skills
- Strong understanding of retail gun store operations: counter sales, firearm transfers, the 4473 process, special orders, layaways, consignment, gunsmithing, and inventory receiving
- Strong working knowledge of Microsoft Excel, including sorting, filtering, XLOOKUP, data cleanup, and building and validating import files
- Proven ability to train adults of varied technical ability, from first-time POS users to experienced multi-store operators
- Strong organizational skills with a deep attention to detail
- Excellent interpersonal and communication skills, including the ability to maintain control of critical and difficult customer situations
- Retail Point of Sale (POS) software
- Retail eCommerce software
- Microsoft Excel
- 3+ years in software training, implementation, or customer success, ideally retail POS
- Experience behind the counter at an FFL, or working directly with FFL dealers
- Familiarity with ATF A&D (bound book) requirements and Form 4473
- Experience creating training materials, such as guides, videos, quick-reference cards, and webinars
- Gun store experience
Benefits
- Eligible for incentive compensation.
- Three weeks of paid time off plus holidays.
- Company computer provided.
- Up to $30/month phone service expense.
- Retirement program eligibility after 6 months of employment; Orchid LLC will 100% match up to the first 6% of employee contribution.
- Remote (work from home), with up to 10% travel.
Company Overview