Implementation Consultant Jobs

Responsibilities

• Consults with Project Manager on business processes and software modifications
• Manages customer expectations
• Performs other duties as assigned.
• 10% to 25% travel is required. *This can vary by team.
• Configuration auditing
• Serves as troubleshooting contact for client escalations.
• Proactively reviews client support incidents & recommends training plans for post go live training.
• May provide guidance to less-experienced team members.
• Performs periodic conference call/status meetings with clients
• Develops and maintains an excellent relationship with assigned customer.

• Under the guidance of more experienced team members:

  • Learns the client’s business processes

  • Consults with Project Manager on business processes and software modifications

  • Manages issues within JIRA

  • Performs periodic conference call/status meetings with clients

  • Manages customer expectations

• Manages service level agreements (SLA) compliance.
• SLA Compliance
• May assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
• Learns the client’s business processes

• Conducts periodic account reviews (including but not limited to):

  • Configuration auditing

  • State reporting verification

  • SLA Compliance

• Works with Project Manager, clients and Tyler support personnel to set clear, realistic expectations, and deliverables throughout the development of a support account plan; then executes against the plan through proactive work on the objectives.
• Actively contributes back to other Tyler departments by sharing best practices and process improvements.
• Responsible for assisting with regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage current support incidents and periodic site visits.
• Coordinates with Professional Services for scoping client needs internally with Tyler deployment and with the client.
• Promotes customer satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering services that help clients meet their business objectives.
• State reporting verification
• Manages issues within JIRA

Qualifications

• BS/BA degree in related field or equivalent experience is desired.
• Strong decision making and problem-solving skills
• Exceptional conflict management skills.
• Excellent planning, organizational skills, and ability to follow-through until process are completed
• Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Strong analytical ability, particularly in a technical environment.
• Ability to travel required. *Must be comfortable traveling to jails.
• Proficiency using computers and exposure to IT infrastructure components required.
• A minimum of 2 years of experience managing client accounts or software implementations.