Auditing, Best Practices, Cross-Functional, Customer Escalations, Customer Relations, Customer Satisfaction, Data Recovery, Database Backup, Develop and Maintain Customers, Finance, Negotiation Skills, Presentation/Verbal Skills, Problem Solving Skills, Product Demonstration, Relationship Management, Research Skills, Sales, Sales Management, Service Delivery, Service Level Agreement (SLA), Strategic Accounts, Territory Management, Time Management
Description
The Client Success Manager is responsible for driving post-implementation client success, satisfaction, adoption, and retention. Serving as the primary strategic contact after go-live, this role partners with clients to maximize the value of Tyler solutions, proactively address challenges, promote best practices, and ensure long-term client health through ongoing relationship management, business reviews, and cross-functional collaboration.
Client Success Managers are considered product experts and connect the product/sales/engineer teams to the client. They are expected to build rapport and work with clients to understand their wants/needs and identify solutions to difficult problems.
Responsibilities:
- Develops and maintains an excellent relationship with assigned clients at the highest levels.
- Responsible for working with Product Owners/Managers, Regional Sales Directors, and Implementation Managers to develop a post-implementation vision for clients.
- Measure and report regularly on client health.
- Develop client success plans to identify areas of improvement and reduce the consumption gap for features.
- Responsible for regular communication and periodic site visits.
- Document and advise clients on best practices.
- Serve as a point of contact for client escalations.
- Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
- Coordinate with Support Managers to conduct periodic reviews (including but not limited to):
- Configuration auditing
- State reporting verification
- System health check
- Data backup and recovery review
- SLA compliance
- Manage highly complex and strategic accounts without missing deadlines or client commitments.
- Demonstrate extensive latitude for independent judgment and decision-making.
- Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
- Demonstrate the ability to achieve results without having direct control of the resources.
- Build rapport with executive-level clients and employees while actively influencing events and negotiating differences to achieve project goals.
- Identify key influencers and decision-makers such as Chief Information Officers, IT Directors, Finance Directors, Clerk of Court, City/County Clerk, Assessors, Development Directors, Police Chief, etc.
- Understand contract terms for the client.
- Collaborate with client and/or Tyler resources to solve complex business issues.
- Demonstrate product expertise.
Qualifications:
- College Degree
- Prior software implementation experience
- CSM/product experience
- Communication
- Patience
- Presentation/public speaking
- Time management/organization
- Willingness to learn
- Ability to research complex processes
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Tyler Technologies Inc
Founded in 1966 and based in Plano, Texas, Tyler Technologies is the largest national provider of integrated software systems and information technology services exclusively focused on the public sector. Simply put — Tyler empowers people who serve the public.
We devote all of our time, energy and resources to help local governments and school districts become more efficient, accessible and responsive. At more than 11,000 local government offices in all 50 states, Canada, the Caribbean, the United Kingdom and other international locations, our clients can attest to our ability to fulfill this promise.
Tyler delivers an expansive portfolio of software and service solutions designed to automate mission-critical public sector operations, including:
State & Local Government Solutions
- ERP | Financial
- Courts & Justice
- Appraisal & Tax
- Records & Documents
- Planning, Permitting & Licensing
- Public Safety
School Solutions
- Student Management
- Financial
Our commitment goes well beyond delivering solutions that work for our public sector clients. It’s also about consistently delivering value for our employees and shareholders.
Working With Us
Working at Tyler means you are part of a vibrant community of professionals who care about their clients as much as they care about each other. We work closely, sharing knowledge and inspiring each other to learn and grow so that we can continually improve service to our clients. When you work at Tyler, you receive benefits that support your health and well-being. Our comprehensive offering was created to accommodate the diverse lifestyles of our staff.
Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.
2,500 to 4,999 employees
Accounting and Auditing Services