Client Engagement Lead

Description

The Client Engagement Lead builds strong, value-driven partnerships with assigned clients to ensure their satisfaction, retention, and success. This role is responsible for day-to-day relationship management, driving product adoption, and improving Net Promoter Scores (NPS) by delivering meaningful client outcomes and removing friction in their experience.

Responsibilities

Client Partnership & Retention

• Own overall client satisfaction, retention, and NPS outcomes
• Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support
• Coordinate with regional teammates to deliver a unified client experience
• Build trusted relationships with assigned clients, acting as their primary point of contact
• Lead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realization
• Develop and maintain tailored Client Success Plans
• Operate in a matrixed environment-balancing strategic guidance from the Director of Client
• Engagement with day-to-day alignment to the Client Experience Manager. Ensure both leaders are informed of client priorities, risks, and outcomes to support a cohesive experience

Product Adoption & Value Realization

• Analyze consumption gaps and help clients expand their product use to achieve specific business goals
• Educate clients on features, updates, and product capabilities to maximize value
• Serve as a product liaison, connecting internal resources to client needs
• Guide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific value

Issue Ownership & Communication

• Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams
• Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry
• Collaborate with Regional team, Development, and Services to track progress and advocate for resolution
• Transparently communicate both challenges and solutions, building trust through honesty and follow-through
• Step in to handle support incidents as needed, especially during high-volume periods

Client Advocacy & Feedback

• Actively rack and improve assigned clients' NPS performance through relationship building, issue resolution, and value delivery
• Use NPS data to inform outreach plans and success strategy adjustments
• Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler's solutions provide
• Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning
• Share real stories of how other clients have solved similar problems or achieved specific goals with our tools

Client Health & Risk Awareness

• Monitor client health scores and identify early indicators of churn or dissatisfaction
• Track client engagement and usage trends to adjust success strategies accordingly
• Proactively flag at-risk accounts and collaborate internally to get them back on track

What Success Looks Like

• Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
• Documented increases in adoption and closed consumption gaps
• All client-reported issues are resolved or escalated with clear, timely communication
• Strong internal reputation as a reliable client advocate and issue owner
• Clear success stories and retained relationships over time

Qualifications

• 2+ years in customer success, support, or implementation
• Strong communication and follow-through with both clients and internal teams
• Accountability mindset: sees issues through to resolution and keeps clients informed
• Skilled at analyzing client behavior, identifying trends, and driving improvements
• Comfortable managing multiple clients and priorities simultaneously