The Program Manager is responsible for maintaining relationships with the executive level of the client organization. The position will foster strong relationships between Tyler and its clients and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, for Tyler products. It is required for the Program Manager to be commutable to the New York City Metropolitan area.
Work with our technology-driven solutions for property assessment and tax software and mass appraisal services. From data collection to computer-assisted mass appraisal to tax billing and collections, you can help develop property and recording solutions for the public sector.
LocationNew York City, New York | East Orange, New Jersey | Jersey City, New Jersey | Hoboken, New Jersey | Stamford, Connecticut | Fort Lee, New Jersey | Long Island, New York
Travel10-25%
Responsibilities- Develop the implementation project plan and officially start projects by conducting kick-off meetings with clients and other staff as needed. Project plans outline the scope, schedule, and budget of the project, as well as each party's responsibilities and mutual commitment to contribute adequate resources to follow the plan.
- Work with the sales team as the contract is signed, becoming familiar with contract requirements, program modifications, and other site-specific background information.
- Manage and assume accountability for all aspects of projects related to the delivery of client software and services including:
- Acquiring and coordinating necessary resources to meet project needs.
- Planning and tracking all project activity.
- Guiding the client through release planning in support of the overall project schedule.
- Tracking project hours and submitting project progress reports by due dates.
- Monitoring and reviewing revenue recognition and bringing concerns to management as needed.
- Managing scope, time, and cost to meet client commitments.
- Managing the quality of project team deliverables.
- Managing the project budget.
- Documenting and reporting status and issues.
- Identifying, reporting, and managing risks; overcoming project obstacles.
- Use program sites/calendars/systems to publish a summary of key dates and issues to all Tyler employees involved in the project, such as development, implementation, support, and other project managers.
- Obtain regular feedback from clients regarding project status and quality of service and take immediate corrective action as required.
- Anticipate, identify, and resolve roadblocks, such as hardware, software, or networking incompatibilities and unresponsive third-party vendors or clients.
- Communicate completion of milestones to clients and secure formal acceptance from them.
- Communicate with the staff and management regularly, ensuring timely delivery of schedules and revenue projections; relaying personnel, client, contract, and program issues; seeking assistance as needed with meeting revenue goals; and responding to directives that are issued to meet program goals.
- May identify add-on sales opportunities and manage contract addendum and purchase orders.
- Develops and maintains an excellent relationship with assigned clients at the highest levels, acting as a trusted advisor.
- Assist assigned clients in developing funding and rollout plan to achieve roadmap goals.
- Responsible for regular client communication and regular site visits, including regular account reviews with key client stakeholders.
- Document and advise clients on best practices, governance, and Client Success offerings
- Serve as point of contact for executive-level client escalations, within and beyond their portfolio.
- Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
- Measure and report regularly on client health, including weekly tracking and quarterly account reviews with Tyler Executive Leadership Team.
- Consult with clients on business processes and software modifications.
- Deliver Program Objectives and Key Results
- Travel to client site as needed.
- Perform other duties as assigned.
Qualifications- Minimum 5 years experience with software implementation project management
- Prior executive level communication experience required.
- Bachelor's degree, or comparable work experience.
- Typically, a minimum of three years of experience as an implementation professional (or equivalent experience). Solid and proven project management experience essential.
- Solid management and leadership experience is required including strong abilities in influencing, empowering and mentoring implementation team members.
- Solid conflict resolution, negotiation, business, and customer service skills including experience partnering successfully with clients on technical needs and delivering solutions tailored to client needs.
- Organizational and time management skills including solid people management and project management experience involving the ability to manage project financials and multiple projects of various size, scope and complexity simultaneously and within budget.
- Software life cycle and enterprise software knowledge are required.
- Strategic planner with excellent organizational skills and ability to follow-through until process is completed.
- Exceptional customer service skills.
- Excellent verbal and written communication skills to articulate technical and non-technical information to various audiences including management.
- Proficiency in using computers and exposure to IT infrastructure components.
- Strong decision-making and problem-solving skills.
- Strong analytical ability, particularly in a technical environment
- Proficient in Microsoft Word, Excel, and Project.
- Demonstrated ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
- Demonstrated ability to maintain a positive, professional attitude.
- Have and maintain a valid driver's license and auto insurance.
