Senior Implementation Manager: Lead Software Deployments

Tyler-Technologies-29572f8; Latham (NY); On-site; USD 85,000 - 105,000; Full time

Job summary

Tyler Technologies is seeking an Implementation Manager to lead a team delivering software implementations and exceptional client experiences. You will oversee end-to-end delivery, coordinate cross-functional teams, and drive continuous improvement in processes and performance.

The role emphasizes resource planning, risk management, and coaching to ensure on-time, within-scope deliveries and high client satisfaction. Travel as needed across client sites may be required.

Qualifications

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 5+ years of experience in software implementation, professional services, project management, or a related client-facing function.
• 3+ years of people management or team leadership experience, including coaching, performance management, and employee development.
• Demonstrated experience managing multiple concurrent software implementation projects with varying levels of complexity.
• Strong understanding of the software implementation lifecycle, including discovery, configuration, testing, training, go-live, and transition to support.
• Experience managing resource capacity, workload prioritization, and project assignments.
• Strong project management skills with the ability to manage scope, timelines, dependencies, risks, and escalations.
• Proven ability to establish and manage client expectations and navigate challenging client situations.
• Strong written and verbal communication skills with the ability to communicate effectively with clients, team members, and senior leadership.
• Demonstrated ability to collaborate across Sales, Product, Support, Customer Success, and other internal teams.
• Strong analytical and problem-solving skills with the ability to identify trends, root causes, and opportunities for operational improvement.
• Ability to establish accountability while fostering a positive, collaborative, and high-performing team environment.
• Comfortable working in a fast-paced environment with changing priorities and competing demands.
• Ability to travel.

Responsibilities

• Oversee software implementations from project kickoff through go-live and transition to support.
• Ensure implementations are delivered on time, within scope, and aligned with client expectations.
• Monitor project health, milestones, dependencies, risks, and escalations.
• Identify implementation barriers and drive timely resolution across functional teams.
• Establish consistent implementation processes, standards, and best practices.
• Lead, coach, and develop implementation consultants, specialists, and/or trainers.
• Set clear performance expectations and provide ongoing feedback and coaching.
• Assess team capabilities and identify skill gaps, training needs, and development opportunities.
• Support succession planning, talent development, and retention.
• Promote accountability, collaboration, and continuous improvement.
• Align implementation resources with workload, project complexity, required skill sets, and client priorities.
• Monitor team capacity, utilization, and upcoming demand.
• Assign or influence project staffing based on experience and implementation requirements.
• Identify resource constraints and proactively recommend staffing or workload adjustments.
• Serve as a leadership escalation point for implementation-related client concerns.
• Ensure teams establish clear expectations regarding scope, timelines, responsibilities, and deliverables.
• Monitor implementation quality and client satisfaction.
• Partner with clients and internal stakeholders to address risks that could impact adoption or go-live success.
• Collaborate with Sales, Product, Support, Customer Success, Professional Services, and other teams.
• Facilitate effective handoffs from sales through implementation and from implementation to ongoing support.
• Communicate recurring client needs, product gaps, and implementation challenges to stakeholders.
• Ensure commitments made during the sales process are understood and achievable.
• Monitor implementation metrics such as time to go-live, capacity, client satisfaction, and forecast accuracy.
• Identify opportunities to increase efficiency, scalability, and profitability of implementation services.
• Standardize implementation methodologies, documentation, tools, and workflows.
• Analyze implementation trends to identify recurring issues.
• Develop scalable approaches for different client sizes and complexity.
• Partner with leadership on initiatives to improve the operating model.
• Support adoption of new tools, automation, remote delivery models, and process improvements.

Skills

Software implementation

Project management

People management

Team leadership

Client facing

Communication

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Project management tools

Resource planning tools

Job description

Tyler Technologies is seeking an Implementation Manager to lead a team delivering software implementations and exceptional client experiences. You will oversee end-to-end delivery, coordinate cross-functional teams, and drive continuous improvement in processes and performance.

The role emphasizes resource planning, risk management, and coaching to ensure on-time, within-scope deliveries and high client satisfaction. Travel as needed across client sites may be required.