Sr. Client Executive for Enterprise Corrections

Client Management/Client Success Brentwood, Tennessee Plano, Texas United States


Description

The Senior Client Executive is responsible for maintaining relationships with the executive level of the client organization. The position will foster strong relationships between Tyler and its clients and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, for Tyler products. The Senior Client Executive will take a leadership role in the Client Success organization, with an enterprise view focusing on accounts and processes beyond their portfolio.

Responsibilities

· Develops and maintains an excellent relationship with assigned clients at the highest levels, acting as a trusted advisor.

· Responsible for working with Product Owners/Managers, Regional Sales Directors and Regional Project Executives/Directors to develop post-implementation vision for assigned clients.

· Assess client’s electronic maturity using available tools and develop client specific roadmap which will include new products, services, and improved configuration to reduce software consumption gap.

· Assist assigned clients in developing funding and rollout plan to achieve roadmap goals.

· Responsible for regular client communication and periodic site visits, including regular account reviews with key client stakeholders.

· Document and advise clients on best practices, governance, and Client Success offerings

· Serve as point of contact for executive-level client escalations, within and beyond their portfolio.

· Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.

· Measure and report regularly on client health, including weekly tracking and quarterly account reviews with Tyler Executive Leadership Team.

· Consult with clients on business processes and software modifications.

· Consult with and provide guidance to Client Success Account Managers on customer-specific needs and scenarios.

· Deliver departmental Objectives and Key Results (OKRs).

· Represents Client Success on inter-department and inter-divisional initiatives, including negotiating trade-offs.

· Finds opportunities to improve processes and tools enabling more consistent, and higher quality experience for our customers and our organization.

· Acts as a leader and mentor for other Client Executives, CSAMs, and Tyler team members.

· 20-40% travel

Qualifications

· BS/BA degree in related field or equivalent experience is desired.

· Minimum 3 years’ experience of account management experience preferred.

· Ten or more years’ experience in managing client relationships.

· Prior management and leadership experience required.

· Software life cycle knowledge required.

· Excellent planning, organizational skills, and ability to follow-through until process are completed.

· Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.

· Strong decision making and problem-solving skills.

· Strong analytical ability, particularly in a technical environment.

· Proficient in Microsoft tools, including Power Point.

· Exceptional conflict management, interpersonal and negotiating skills required.

· Working knowledge of Tyler products required.

· Strategic planner with excellent organizational skills and ability to follow-through until process is completed.

Scope and Impact (Accountability)
The scope and impact of the Senior Client Executive is considerable. They are responsible for a portfolio of accounts, with a focus on maintaining relationships at the executive level for those
accounts. They are additionally expected to impact accounts beyond their portfolio, with a focus on improving the customer experience and internal processes.
Senior Client Executives are accountable for the health and satisfaction of their portfolio. By developing positive client relationships, this position can increase sales and profitability by providing positive reference for prospects and minimizing time and cost involved in supporting existing clients. In the course of expanding existing client capabilities to increase satisfaction, opportunities for add-on sales are created.
Complexity
The Senior Client Executive must be able to:
· 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.
· Develop and deliver presentations for both internal and external audiences. The audience range should include Sr. Level Leadership, IT professionals, internal management, staff, and customer end-users.
· Demonstrates the ability to apply fundamentals of project management best practices to daily activities.
· Demonstrate an understanding of client specific configuration/functionality/infrastructure.
· 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, manage, and mitigate situations involving both technical and political drivers.
· Work effectively with Tyler leadership to accomplish the goals and objectives of the division and the client.
· Understand contract terms for the client.
· Collaborate with client and/or Tyler resources to solve complex business issues.
· Demonstrate expertise in both current product portfolio and future product vision.
· Be a leader in assigned territory, understanding legislative changes, client business processes, and representing Tyler at conferences.
· Act as a mentor for other Tyler Client Success staff members.