Manager – Implementations

Job title: Manager – Implementations

About the Role

Lead a team of implementation consultants within Tyler's Professional Services to deliver Tyler’s software solutions with consistency, quality, and minimal client disruption. This role fosters accountability, continuous improvement, and cross-functional collaboration while aligning implementations with enterprise integration strategies across divisions and product lines. The Manager serves as a central connection across internal teams to ensure cohesive delivery and successful go-lives. This is a remote opportunity with travel as needed to client sites.

What You'll Do

• Supervise, coach, and support a team of implementation consultants, ensuring high performance, professional development, and adherence to implementation methodologies.

• Own end-to-end implementation execution for assigned solutions, delivering effective solution design, configuration, and deployment to achieve successful client outcomes.

• Provide advanced guidance to staff to minimize disruption from technical or product-related issues.

• Conduct regular performance feedback, reviews, and coaching; address underperformance constructively and support growth.

• Recruit, develop, and retain high-performing individuals, cultivating a best-in-class implementation team.

• Align consultant resources with project demands, considering experience, skillsets, scope complexity, and revenue goals.

• Oversee staff utilization, monitor productivity, and take corrective action to meet performance objectives.

• Mentor consultants on best practices, complex product functionality, and proper implementation techniques.

• Lead development and continuous improvement of implementation processes, tools, templates, and best practices; share enhancements across teams.

• Partner cross-functionally with Product, Engineering, Conversions, Training, and Support to resolve complex challenges and improve delivery.

• Collaborate with Project Managers, Product Managers, Conversion Engineers, Trainers, and Support to resolve escalated issues and critical delivery concerns.

• Translate business and operational needs across divisions to ensure clear, actionable communication between technical and non-technical stakeholders.

• Champion organizational alignment on integration strategy, ensuring cohesive solutions across products, platforms, and teams.

• Participate in pre-sales activities, including scope validation, proposal estimates, RFP responses, and client presentations.

• Assist in drafting and reviewing Statements of Work to ensure clarity and alignment with delivery practices.

• Partner with Sales to identify add-on opportunities and ensure smooth transitions between sales, implementation, and customer success.

• Establish and maintain strong relationships with cross-functional departments to ensure alignment and resource commitment.

• Travel to client sites as necessary to support high-priority engagements or escalated issues (up to ~30%).

• Forecast and track team revenue, manage billing milestones, and monitor financial performance against targets.

• Foster a team-oriented culture and lead regular meetings or initiatives to promote collaboration and innovation.

• Oversee special initiatives (e.g., LMS, Datamart) to expand capabilities and improve delivery.

• Maintain accountability for project deliverables, solution adoption, and customer satisfaction throughout implementation.

• Conduct periodic project audits to ensure alignment with scope, design, and delivery standards.

• Support strategic planning with input on budgets, staffing forecasts, and team development.

• Represent Tyler’s core values by promoting integrity, innovation, superior service, and exceeding client expectations.

• Perform other duties as assigned.

• What We're Looking For

• 3-5 years of implementation and project management experience within a software company or division.

• A minimum of a B.S. or B.A. degree or equivalent experience.

• Exceptional conflict resolution, negotiation, business, and customer service skills with experience partnering with clients on technical needs and delivering tailored solutions.

• PMP strongly preferred.

• Seven or more years’ experience in managing client relationships/software projects.

• At least 5 years of technical software experience with proven success helping clients utilize new solutions.

• Implementation experience of solutions preferred.

• Strong knowledge and understanding of PMI standards for project execution.

• Strategic planning, organizational, and time management skills, including strong people and project management abilities.