Implementation Consultant, Customer Care

Implementation Consultant, Customer Care

Work with our solutions that enable new businesses to safely build, open their doors, and stay in compliance. Our solutions facilitate community development, business management regulation, and code compliance while supporting fire prevention and structural safety. Location: Lawrenceville, Georgia | Lakewood, Colorado | Yarmouth, Maine | Plano, Texas. Travel: 25-50%.

Responsibilities:

• Provide professional services such as consultation, software readiness, and education at a high level to clients on Tyler software products for the most technical and/or complex projects.
• Consult as a substantial knowledge resource on software products/solutions and demonstrate relevant industry/product knowledge to present software features, components, capabilities, and functionality to offer new and creative solutions to meet client needs.
• Identify, define, analyze, and document client business/workflow processes, data, and other systems for the most technical and/or complex projects.
• Define complex software requirements; perform proficient gap analysis; compare client requirements to software capabilities; identify and document any software, system, and/or database issues/constraints and recommend existing and new changes/options to appropriate parties to meet client needs.
• Identify and consult with clients on recommended changes in client work processes as appropriate to ensure efficient software solutions for the client's needs.
• Act as a significant knowledge resource in consulting with the client, the Project Manager, 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.
• Partner closely with software development and management to collaborate on ideas, changes, resolutions, software improvements, etc., as needed.
• Anticipate issues, determine root causes, proactively research, and apply knowledge to resolve new issues and/or the most technical and/or complex issues.
• Contribute significantly to process improvement initiatives.
• Present new ideas to management on the implementation approach and product improvements.
• Contribute to the implementation of these recommendations as needed.
• Mentor less experienced implementation team members.
• May assist sales as needed with pre-contract analysis or implementation knowledge as needed.
• 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.
• 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 the 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.
• May participate in the annual User Conference.
• Facilitate user group discussion on assigned modules/topics for the most technical and/or complex functionality.
• Extensive travels to client sites.
• Perform other duties as assigned.

Qualifications:

• Bachelor's degree, or comparable work experience.
• Typically, a minimum of three years' experience as an Implementation Consultant or equivalent industry experience.
• Excellent initiative, interpersonal, collaboration, relationship building, and customer service experience involving developing professional, trusting, and in-depth relationships with internal and external clients.
• Expert knowledge and experience in identifying, defining, analyzing, and documenting client work processes, data, and systems.
• The proven success record of negotiating and influencing clients to meet their needs by proposing viable solutions to complex issues.
• Excellent attention to detail involving defining complex client software requirements (technical and non-technical), client processes, etc.
• Excellent organizational skills with a proven track record of prioritizing and executing multiple priorities successfully.
• Excellent research, analytical, and critical thinking skills and experience in the technical environment involving performing proficient data/gap analysis with outstanding problem-solving experience and anticipating and resolving root issues of new and most complex problems.
• 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.
• Knowledge and application of relational database design and database structures (i.e., fields, tables, views, database objects, etc.) involving data flow, mapping, conversion scripts, etc. helpful.
• Knowledge and experience in creating and executing software test plans and reports are helpful.
• Strong Microsoft Office skills (including but not limited to Visio and related tools).
• Knowledge and application of software development tools are helpful.
• Proven track record of successfully mentoring less experienced team members.
• Ability to identify and contribute to process improvement initiatives.
• Knowledge of principles and concepts in the discipline for which the knowledge transfer will be based is desired.
• Exceptional presentation and knowledge transfer skills.
• Ability to travel extensively.
• Valid...

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed.