Implementation Manager bei Tyler Technologies

The Manager – Implementations position is a leadership role within the Professional Services department, responsible for guiding a team of project managers and consultants in the successful delivery of Tyler’s software solutions. This position ensures that implementation projects are executed with consistency, professionalism, and efficiency by supporting team development, removing obstacles, and fostering a culture of accountability and continuous improvement. The Manager promotes autonomy and ownership among team members, provides direct and constructive feedback, and is comfortable addressing performance challenges and change.  

 

This role plays a critical part in ensuring implementation projects are completed on time and within budget, while maintaining a strong focus on staff well-being and client satisfaction. The Manager collaborates with internal stakeholders to refine implementation practices, supports project teams in executing deliverables, and works closely with Client Success to transition satisfied, referenceable customers after go-live.

 

The Manager – Implementations oversees the full lifecycle of software implementation projects, leading a team of consultants to ensure timely, high-quality delivery aligned with client and business goals. This role manages resource allocation, team performance, and cross-functional collaboration, driving operational efficiency and continuous improvement across implementation practices. With accountability for both client satisfaction and financial outcomes, the Manager plays a pivotal role in enhancing customer relationships, supporting revenue generation, and contributing to strategic planning. Their leadership directly influences team effectiveness, project success, and the overall growth and reputation of the organization.

 

•    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.

•    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 is required.
•    Exceptional conflict resolution, negotiation, business, and customer service skills including the experienced partnering successfully with clients on technical needs and delivering sales solutions tailored to client needs.
•    PMP is strongly preferred.
•    Seven or more years’ experience in managing client relationships/software projects.
•    At least 5 years of technical software experience with proven success in assisting clients with utilizing new solutions.
•    Implementation of solutions preferred.
•    Strong knowledge and understanding of PMI standards to conducting projects.
•    Strategic planning, organizational and time management skills including strong people management and project management experience involving the ability to manage multiple projects of various size, scope, and complexity simultaneously.
•    Appraisal and tax or related industry knowledge including appraisal and tax software/product experience is preferred.
•    Exceptional interpersonal, collaboration and relationship building skills including the ability to build and maintain meaningful, trusting, and strategic internal/external client relationships across the organization.
•    Prior experience interviewing, hiring, managing, leading, coaching, mentoring, and developing staff.
•    Ability to strategically plan and establish business, client and staff goals and ensure successful goal achievement.
•    Demonstrate prior success with recommending and implementing process improvements and best practices to senior leadership.
•    Advanced research, decision making and problem resolution skills including root cause analysis and resolving the most complex issues.
•    Proficient with Microsoft Office including MS Project
•    Excellent verbal, written and technical communication skills including tailoring messages strategically to technical and non-technical client, staff, management, leadership, and executive audiences.
•    Must be able to travel approximately 30-50% and provide reliable transportation and carry/maintain personal liability insurance on vehicle