Project Manager

About the role

The Project Manager successfully manages the implementation of Tyler software for new and existing accounts, from the contract signing through a formal transition to the Customer Support Account Manager (CSAM) and Support Teams, on time and within budget.

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 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 monthly project status reports.
  • Monitoring and reviewing revenue recognition and bringing concerns to management as needed.
  • Managing scope, time and cost to meet client commitments.
  • Managing communication throughout the team and stakeholders.
  • 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.
  • Acting as a client liaison and representative communicating client feedback to appropriate Tyler representatives; acting to resolve outstanding issues on behalf of client in a timely manner.
  • Conduct planning sessions with the client’s key functional leaders to create documented management plans that specify the project plan and scope.
  • Responsible for ensuring assigned clients pay invoices in a timely manner and/or assist Tyler collections in obtaining payment for delinquent/past due accounts.
  • Ensure that resources are scheduled and monitor progress to ensure compliance with the project plan, immediately notifying affected parties of any schedule changes.
  • Use departmental 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.
  • Upon project completion conduct meetings with clients to ensure a smooth transition of services from implementation to CSAM and Support Teams.
  • Communicate with the implementation staff and management regularly, ensuring timely delivery of schedules and revenue projections; relaying personnel, client, contract, and departmental issues; seeking assistance as needed with meeting revenue goals; and responding to directives that are issued to meet department goals.
  • May manage implementation resources to maximize performance and deliver expected revenue goals.
  • Maintain the project plan commitments and status by keeping all project event information current.
  • May identify add-on sales opportunities and manage change orders and/or contract addendums.
  • Travel to client site as needed.

Qualifications

• Typically, a minimum of three years of experience as an implementation professional (or equivalent/like experience).
• Solid and proven project management experience essential.
• Experience in Public Safety domain and/or experience using Enterprise Public Safety software, or equivalent software solution.