Implementation Manager

•    Supervise, coach, and support a team of  implementation consultants, ensuring high performance, professional development, and adherence to implementation methodologies.
•    Manage the full implementation cycle for assigned software solutions, from project planning through go-live, ensuring successful delivery on time, within budget, and to defined quality standards.
•    Provide advanced guidance and direction to implementation staff to ensure minimal disruption due to technical or product-related issues.
•    Conduct regular performance feedback sessions, reviews, and coaching conversations; 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 team revenue goals.
•    Oversee staff utilization, monitor productivity, and take corrective action to meet department and company performance objectives.
•    Mentor consultants on best practices, complex product functionality, and proper implementation techniques.
•    Lead the development and continuous improvement of implementation processes, tools, templates, and best practices; share enhancements across teams.
•    Collaborate with Project Managers, Product Managers, Conversion Engineers, Trainers, and Support to resolve escalated and critical implementation issues.
•    Participate in and contribute to pre-sales activities, including scope validation, proposal estimates, RFP responses, and client presentations.
•    Assist in drafting and reviewing Statements of Work, staffing plans, and implementation timelines.
•    Partner with Sales to identify add-on opportunities and ensure smooth transitions between sales, implementation, and customer success teams.
•    Establish and maintain strong relationships with cross-functional departments to ensure alignment and resource commitment.
•    Travel to client sites as necessary (up to 30%) to support high-priority engagements or escalated issues.
•    Forecast and track team revenue, manage billing milestones, and monitor financial performance against targets.
•    Champion a team-oriented culture and lead regular meetings or initiatives (e.g., community development sessions, implementation summits) to foster collaboration and innovation.
•    Oversee special implementation-related initiatives assigned by leadership (e.g., LMS, Datamart).
•    Maintain accountability for project deliverables, contract compliance, and overall customer satisfaction throughout implementation.
•    Conduct periodic project audits to ensure alignment with project scope, timelines, and deliverables.
•    Support strategic planning by providing input on budgets, staffing forecasts, and team development plans.
•    Represent Tyler’s core values by promoting integrity, innovation, superior service, and exceeding client expectations in all engagements.
•    Perform other duties as assigned.

 

Complexity

The Manager – Implementations operates in a highly dynamic and complex environment, managing multiple concurrent software implementation projects across diverse client portfolios. This role requires balancing strategic oversight with tactical execution, coordinating cross-functional resources, and adapting to varying levels of project scale, scope, and risk. The complexity is heightened by the need to manage both internal staff performance and client satisfaction, while maintaining strict adherence to timelines, budgets, and quality standards. The Manager must navigate technical challenges, evolving product requirements, and stakeholder expectations while driving continuous process improvement and leading change across the team and organization.