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 productions efficiently and effectively to achieve daily operations. The services delivered can be on-site, or remote via webinar. The incumbent consults and partners with clients to gain a comprehensive understanding of workflow, business/technical requirements and needs to ensure that the knowledge transfer addresses client’s needs. This position requires the ability to work with multiple customers on an ongoing basis to move them up the Tyler maturity model through project planning, internal and external collaboration, consulting, training, and feature implementation.
Responsibilities
- Provide professional services such as consultation, software readiness, and education at a high level 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 solution for the client’s needs.
- May identify and document business/technical requirement specifications for specific software design/development, forms, reports, interfaces, process, configuration, and other relevant changes.
- Play an active role in troubleshooting client issues, or work with the Support or Development departments to resolve.
- Keep up to date 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 effectiveness/schedule/budget of the implementation.
- Create both client-facing and internal documentation such as "quick tips" and "how tos".
- Act as a significant knowledge resource in consulting with the client, the Client Success Account Manager, Client Executive, Management, technical staff and other relevant parties; communicate complex technical and business information, requirements and issues; drive timelines and research new solutions as appropriate to resolve issues.
- Moderate to High travel to client sites may be required.
- 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.
- Strong attention to detail involving defining complex client software requirements (technical and non-technical), client processes, etc.
- Strong organizational skills with a proven track record of prioritizing and executing on multiple priorities successfully.
- Exceptional presentation and knowledge transfer skills.
- Excellent written and verbal communication skills including conveying, documenting, preparing, presenting, and educating new ideas to various audiences (including management) on both technical and non-technical information.
- Familiarity and ease with computer systems and Microsoft Office products.
- Knowledge and experience creating and executing on software test plans and reports helpful.
- Strong problem solving and analytical skills.
- Ability to travel extensively.
- Valid driver’s license.