Enterprise Integrations Implementation Manager

Description

The Manager - Implementations position is a leadership role within the Professional Services department, responsible for guiding a team of 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 achieving successful implementation outcomes by ensuring solutions are delivered efficiently, with high quality and minimal client disruption. The Manager collaborates with cross-functional teams to refine implementation practices, supports project teams in executing deliverables, and works closely with Client Success to transition satisfied, referenceable customers after go-live.

In addition, this role operates with an enterprise integration lens, driving alignment and coordination across multiple divisions, systems, and product lines. The Manager serves as a central point of connection across internal teams, ensuring that implementation efforts are not executed in isolation but instead reflect broader organizational priorities, dependencies, and integration strategies. This includes facilitating clear and consistent communication across functional boundaries, proactively identifying cross-team impacts, and ensuring cohesive solution delivery across platforms.

Responsibilities

• 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, ensuring successful client outcomes through effective solution design, configuration, and deployment.
• 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.
• Partner cross-functionally with Product, Engineering, Conversions, Training, and Support to resolve complex implementation challenges and improve overall solution delivery.
• Collaborate with Project Managers, Product Managers, Conversion Engineers, Trainers, and Support to resolve escalated and critical implementation issues.
• Translate business and operational needs across divisions, ensuring clear, actionable communication between technical and non-technical stakeholders.
• Champion organizational alignment on integration strategy, ensuring solutions are implemented cohesively across products, platforms, and internal teams.
• 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 to ensure clarity, feasibility, and alignment with delivery best practices.
• 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 to expand capabilities and improve delivery effectiveness (e.g., LMS, Datamart).
• Maintain accountability for project deliverables, successful solution adoption, and overall customer satisfaction throughout implementation.
• Conduct periodic project audits to ensure alignment with project scope, solution design and delivery standards.
• 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.

Qualifications

• 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.
• Demonstrated ability to operate with broad technical competency across systems, platforms, and integration patterns, with an emphasis on connecting solutions rather than deep specialization in a single domain.
• Proven success in navigating and understanding multiple technology stacks, data flows, and system interactions to support end-to-end implementation outcomes. 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