Client Experience Manager

Description

The Client Experience Manager plays a pivotal role in transforming support into client success. This leader is directly responsible for the engagement, growth, and performance of a cross-functional team-including Client Experience Champions, Client Engagement Leads/Managers, and Learning Enablement Coaches.

Their mission: drive extraordinary client and employee experiences. This includes owning the Net Promoter Score (NPS) for their assigned region and fostering high employee satisfaction (eSAT) within their team. They act as both a strategic leader and a tactical support partner-ensuring clients feel supported, heard, and delighted, while employees feel empowered, challenged, and connected.

This is a formal people leader position.

Responsibilities

Client Outcomes & Advocacy

• Own the client experience for the assigned region, with NPS as the primary success metric.
• Actively track and improve clients' NPS performance through relationship building, issue resolution, and value delivery
• Use NPS data to inform outreach plans and success strategy adjustments
• Regularly engage with clients and oversee communication on critical issues, roadmap items, and new features.
• Understand regional client trends and ensure proactive outreach strategies are in place.
• Surface product gaps, friction points, and enhancement opportunities to internal teams.
• Serve as a high-level escalation path for client concerns that require management handling.
• Consistently highlight Tyler's unique value in conversations with clients and internal stakeholders
• Ensure regional teams understand how to communicate product differentiators when managing escalations or sharing best practices
• Serve as a champion for the client experience-reinforcing where Tyler's solutions are delivering exceptional outcomes
• Step in to handle support incidents as needed, especially during high-volume periods
• Help clients navigate change-whether product updates, cloud transitions, or process shifts-by providing clarity, reassurance, and structured communication.

People Leadership

• Directly manage and develop a regional team of individuals including:
• Client Experience Champions
• Client Engagement Leads or Managers or Strategic Engagement Managers
• Learning Enablement Coaches
• Conduct regular 1:1s, career development planning, and performance reviews.
• Foster a high-trust, high-performance team culture rooted in transparency, ownership, and continuous growth
• Actively coach team members on handling escalations, improving call quality, and deepening client relationships

Operational Oversight

• Monitor regional call trends, case volumes, and support backlogs-ensuring appropriate resource coverage and load balancing.
• Ensure SLAs are being met and pull in Client Engagement and Learning Enablement team members to assist with incidents as appropriate
• Identify and act on staffing needs or workflow adjustments to improve service responsiveness.
• Partner with other regional managers to share best practices and align on enterprise client strategies.
• Track and report on team and regional performance-including NPS, eSAT, and operational KPIs.
• Ensure all team members follow the regional feedback process defined by the Director of Client Operations.

Employee Engagement & Enablement

• Own the employee satisfaction and engagement for your regional team.
• Partner with Learning Enablement Coaches to ensure training is timely, targeted, and effective.
• Support a culture of open feedback, recognition, and accountability.
• Serve as a role model for transparent communication-owning mistakes and showing others how to recover from them with integrity and follow-through.

What Success Looks Like

• Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
• Your team is highly engaged, supported, and performing at or above expectations.
• Proactive client outreach is happening consistently-not just reactive support.
• Your team members are growing in capability, confidence, and influence.
• Regional themes and client needs are regularly synthesized and shared with product, support, and leadership stakeholders.

Qualifications

• Strong understanding of support operations, client lifecycle, and feedback systems (NPS, eSAT)
• Ability to coach others in client communication, troubleshooting, and service recovery
• Excellent communication, prioritization, and problem-solving skills
• Familiarity with ERP systems, local government software, or SaaS environments is a plus