Tyler Technologies Careers

Description

Responsibilities

• Lead Tyler’s enterprise-wide client Professional Services experience strategy, ensuring consistent standards, frameworks, and practices across all divisions.
• Chair and guide the Professional Services council, providing structure, prioritization, and accountability.
• Partner with division presidents and functional (Service Delivery and CX) leaders to align enterprise client experience priorities with divisional needs.
• Help define new and innovation Professional Services portfolio offerings and market segment centric use case solutions.

• Drive rapid alignment with the CX Center of Excellence (COE) strategies and embed best practices at the practitioner level.
• Establish and monitor consistent service standards and KPIs (both leading and lagging), define performance targets and measurement frameworks across Professional Services functions.
• Drive council governance to ensure transparent executive-level reporting and accountability for key enterprise-wide Professional Services outcomes, including margin performance and Net Revenue Retention. 
• Enable decision-making and innovation within and across service delivery functions.
• Lead change management initiatives for deployment of new Professional Services standards, frameworks, and tools in collaboration with the CX Center of Excellence and divisional leaders.
• Instill discipline to improve financial and margin performance with a goal of being margin neutral or positive within 18 months

• Foster strong alignment and collaboration across service delivery and GTM functions, divisions, and enterprise priorities.
• Empower council members and their teams to take initiative, innovate, and own outcomes while maintaining enterprise consistency.
• Support development of consistent role definitions, practitioner competencies, and workforce planning across Professional Services to enable scalable growth and high-value client outcomes. 
• Serve as a unifying leader who can break down silos, build trust, and encourage shared accountability.

• Represent the client experience voice with executive leadership, council members, and Tyler clients.
• Build credibility and transparency through regular reporting, dashboards, and measurable outcomes.
• Partner with clients, proactively incorporating feedback into enterprise strategies and service delivery models.

Qualifications

• 15+ years of leadership experience in client experience leadership roles such as professional services or customer success; enterprise software or SaaS background strongly preferred.
• Demonstrated ability to lead and influence through a matrixed environment - councils, committees, or cross-functional governance rather than direct reporting lines.
• Proven success in driving transformation across multiple business units/divisions in a complex enterprise environment.
• Strong strategic acumen with the ability to translate enterprise priorities into operational execution.
• Excellent communication, facilitation, and influence skills with executives, practitioners, and clients.
• Executive presence with a track record of building trust and credibility across diverse stakeholders.