Implementation Consultant, Client Success

Description

The Implementation Consultant is responsible for delivering high-quality knowledge transfer services to clients allowing them to use Tyler software products efficiently and effectively to achieve daily operations.

The knowledge transfer services can be on-site, or via webinar. The incumbent consults and partners with clients to gain a comprehensive understanding of workflow, and business / technical requirements, and needs to ensure that the knowledge transfer addresses the client’s needs.

The Consultant ensures that the transition to Tyler software is completed according to predetermined timelines and establishes a positive baseline for the new relationship between the client site and Tyler Technologies.

Responsibilities

• Provide professional services such as consultation, software readiness, and education to clients on Tyler software products.
• Design and conduct knowledge transfer sessions on-site or through webinars.
• Educate users on software functionality as well as on data entry, system administration, user security, and user permissions.
• Perform consultation / analysis of client business model to identify and document client requirements regarding Tyler products and functionality.
• May recommend options for new approaches in client work processes as appropriate to ensure efficient software solutions for the client’s needs.
• May identify and document business / technical requirement specifications for specific software design / development, forms, reports, interfaces, processes, configuration, and other relevant changes.
• May consult with users to identify the proper data mapping process for the product conversion. Provide instruction to clients on proofing and analyzing data conversions from existing software to Tyler applications.
• May create custom reports or customize existing reports to satisfy client requirements. Play an active role in troubleshooting client issues, or work with the Support or Development departments to resolve them.
• Keep current on administrative tasks such as documenting client issues, communicating agendas, submitting trip reports, timesheets, and weekly expense reports, and updating systems-related client activity.
• May assist QA staff with product testing or modification testing as required.
• Notify management and appropriate organization / department of issues or unplanned events that could impact the implementation's effectiveness / schedule / budget.
• Create client-facing and internal documentation such as "quick tips" and "how-tos".
• Act as liaison between the client and the company’s technical staff including conveying technical information so that non-technical individuals can understand.
• May participate in the annual User Conference. Facilitate user group discussion on assigned modules / topics.
• May include travel to client sites.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree, or comparable work experience.
• Typically a minimum of one year experience as an Associate Implementation Consultant or equivalent industry experience.
• Strong knowledge of principles and concepts in the discipline for which the knowledge transfer will be based is desired.
• Exceptional presentation and knowledge transfer skills.
• Excellent interpersonal and communication skills.
• Familiarity and ease with computer systems and Microsoft Office products.
• Strong problem solving and analytical skills.
• Up to 25% travel.
• Valid driver’s license.

2024 Training Class

• New Hire Training Dates : December 9, 2024 - February 7, 2025
• Weeks 1 in our Yarmouth, ME office and Week 8 in Lawrenceville, GA (travel expenses covered). The remaining weeks of training will take place remotely.

Must be able to attend and complete an 8-week mandatory new hire training class as an essential job function of the implementation consultant / software support specialist role.