Supervisory Team Lead, Client Experience

Description

Responsibilities

Team Leadership and Employee Development

• Provide daily coaching, mentoring, and operational guidance to CXMs.

• Help team members prioritize client needs, manage commitments, and maintain consistent follow-through.

• Provide real-time feedback, reinforce established processes, and identify individual and team development opportunities.

• Model professional judgment, accountability, effective communication, and proactive problem-solving.

• Support regional leadership in identifying capacity constraints, performance trends, and opportunities for process improvement.

Client Relationship and Portfolio Management

• Maintain strong relationships with assigned clients, serving as a trusted advisor and advocate.

• Monitor client health, engagement activity, open issues, and emerging risks across assigned client portfolios.

• Support proactive client communication, relationship reviews, and appropriate executive engagement.

• Identify patterns across client accounts and help coordinate actions that improve satisfaction, retention, and confidence in Tyler.

• Maintain direct involvement with clients and selected complex or strategic situations.

Escalation Management and Cross-Functional Coordination

• Coordinate the resolution of complex client concerns, ensuring appropriate ownership, communication, and follow-through.

• Partner with Support, Product, Professional Services, and other internal teams to advance issues and remove barriers.

• Help establish priorities when competing client needs require coordinated action.

• Ensure that issues are appropriately tracked, escalated, and managed without unnecessary duplication or loss of accountability.

• Help bridge gaps between client expectations, internal commitments, and organizational capabilities.

Operational Execution and Continuous Improvement

• Assist Regional Managers in translating strategic priorities into clear daily work expectations.

• Review client and operational data to identify aging issues, emerging risks, and improvement opportunities.

• Promote consistent adoption of CRM practices, client documentation standards, and established CX workflows.

• Recommend improvements to processes, training, workload coordination, and client engagement practices.

• Communicate trends, risks, results, and recommendations to regional and senior leadership.

• Contribute to cross-functional initiatives that improve the overall client experience.

Qualifications

• Bachelor's degree in a related field or equivalent relevant experience.

• Three or more years of experience managing client relationships, preferably in enterprise software, SaaS, or a comparable technology environment.

• Demonstrated ability to coach, mentor, or guide colleagues and influence team performance.

• Strong organizational skills, sound judgment, and demonstrated ownership of complex issues.

• Excellent written and verbal communication, conflict resolution, and relationship management skills.

• Strong analytical and problem-solving skills with the ability to use operational data to drive decisions.

• Ability to coordinate effectively across multiple functions and manage competing priorities.

• Proficiency with Microsoft Office applications and customer relationship management systems.

Preferred Qualifications

• Experience working with enterprise ERP or K-12 school administration software.

• Familiarity with financial management, payroll, human resources, or other school business processes.

• Experience in customer success, account management, client experience, or service operations.

• Experience providing frontline team leadership in a technical or client-facing environment.

• Working knowledge of Tyler Technologies products and client-facing business processes.