Client Success Manager

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