Client Executive
Description
The Client Executive is responsible for cultivating and maintaining relationships with executive-level stakeholders within the client organization. In addition to fostering strong partnerships between Tyler and its clients, this role drives the strategic direction for each client engagement to ensure alignment with Tyler’s broader organizational objectives. The Client Executive serves as a trusted advisor, offering insights and recommendations based on deep product expertise and industry experience. This position plays a critical role in identifying opportunities for growth, guiding long-term planning, and ensuring that client strategies are synchronized with Tyler’s mission and goals.
The scope and impact of the Client Executive role are substantial. Client Executives are responsible for a portfolio of assigned accounts, with a focus on building and maintaining relationships at the highest levels of client leadership. They play a central role in shaping each client’s long-term success by developing strategic roadmaps, identifying opportunities to reduce software consumption gaps, and aligning Tyler solutions with the client’s business goals. This role requires regular communication, site visits, and account reviews with client stakeholders to ensure a proactive and consultative approach to account management.
Client Executives are ultimately accountable for the satisfaction, engagement, and health of their assigned clients. Their actions directly influence retention, client advocacy, and expansion opportunities. While they do not carry direct budget or sales ownership, their consultative efforts often drive product adoption, service expansion, and executive-level alignment that support future sales initiatives. They serve as key escalation points for complex client issues and work closely with internal teams across Sales, Product, Implementation, and Support to ensure client needs are met. By advising on best practices and facilitating alignment across stakeholders, Client Executives contribute significantly to client loyalty, operational efficiency, and the overall customer experience.
Responsibilities
- Develops and maintains an excellent relationship with assigned clients at the highest levels.
- 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.
- Document and advise clients on best practices, governance, and Client Success offerings (CSAM, CSC).
- Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
- 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.
- Coordinate with Client Success Account Managers to conduct periodic reviews supporting account health (including but not limited to):
- Software maturity and utilization
- Release adoption and currency
- System and technical health
- Training and implementation needs
- Service Level Agreement compliance
- Responsible for working with a wide array of Tyler teams including Product Owners/Managers, Regional Sales Directors and Regional Project Executives/Directors to develop post-implementation vision for assigned clients.
- Responsible for regular client communication and periodic site visits, including regular account reviews with key client stakeholders.
- Serve as point of contact for executive-level client escalations.
- Measure and report regularly on client health, including weekly tracking and quarterly account reviews with Tyler Executive Leadership Team.
- Perform other duties as assigned.
- Effectively manage highly complex and strategic accounts, consistently meeting deadlines and honoring client commitments.
- Demonstrate extensive latitude for independent judgment and decision making across high impact initiatives.
- Adapt quickly to new information, make quick decisions under pressure, and ensure timely communication with key stakeholders during rapidly evolving situations and/or developments.
- Drive successful outcomes through cross-functional collaboration, even in the absence of direct authority over resources.
- Develop and deliver impactful presentations tailored to diverse audiences (internal & external) including but not limited to senior leadership, IT professionals, internal teams and client end-users.
- Apply core project management principles and best practices to ensure consistent execution and alignment.
- Maintain a strong understanding of client specific configuration/functionality/infrastructure.
- Build rapport with executive level stakeholders and Client, skillfully influencing outcomes and navigating differences to achieve project objectives.
- Identify and engage key influencers and decision makers such as Chief Information Officers, IT Directors, Finance Directors, Clerk of Court, City/County Clerk, Assessors, Development Directors, Law Enforcement Command Staff, Judges, etc.
- Navigate, manage, and influence both technical and political dynamics, proactively mitigating potential risks.
- Collaborate effectively with Tyler leadership to align and achieve both divisional and client specific goals and objectives. Maintain a comprehensive understanding of client contract terms to ensure accurate guidance and compliance
- Partner with clients and Tyler resources to develop innovative solutions to complex business challenges.
- Demonstrate expertise in current product portfolio while maintaining awareness of evolving product roadmap and vision.
- Serve as a thought leader within the assigned territory by staying informed on legislative developments, understanding client business processes, and representing Tyler at industry conferences and events.
- Provide mentorship and guidance to fellow Tyler Client Success team members, supporting their development and fostering a culture of collaboration and excellence.
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/software.
- Prior management and leadership experience preferred.
- 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 Word, Excel, PowerPoint and Project.
- Exceptional conflict management, interpersonal and negotiating skills.
- Working knowledge of Tyler Enterprise Public Safety products required.
- Strategic planner with excellent organizational skills and ability to follow through until process is completed.