Client Success Account Manager
Description
The Client Success Account Manager is responsible for providing proactive relationship management with Tyler’s post-implementation customer base to ensure continuous improvement goals are met, critical client situations are being addressed, new clients transitioning from Pro Services to Support are referenceable, and that clients receive exceptional service throughout the life of their relationship with Tyler. The Client Success Team is ultimately focused on 1) protecting our installed base and 2) expanding our presence and strength within that base. The Client Success Account Managers and Client Executives align to ensure that Continuous Improvement strategies are set and implemented.
Responsibilities
- Manages client projects as defined by the Continuous Improvement Client Roadmap
- Documents and advises clients on operational best practices (Help Desk, Sev 1, Business Process Changes, Disaster Recovery, etc.)
- Demonstrate a thorough understanding of client specific business processes that ultimately helps clients meet their business objectives.
- Demonstrate a thorough understanding of key product areas that are most impactful to your client.
- Demonstrate a thorough understanding of client environments and infrastructure
- Execute successful release management of customer environments, guiding customers via regression testing plans and conducting release planning meetings for user readiness
- Identify systemic drivers of customer dissatisfaction and recommend solutions to appropriate internal Tyler teams
- Foster long term relationships with key client base and decision makers
- Align with Client Executives and meet regularly to understand client roadmap
- Drive proactive account management activities
- Manage multiple activities within multiple strategic accounts without missing deadlines or client commitments.
- Build rapport with clients and employees while actively influencing events and negotiating differences to achieve project goals.
- Demonstrate the latitude for independent judgment and decision making with little to no guidance
- Demonstrate ability to manage strategic accounts with little to no supervision.
- 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.
- Understand contract terms for the client.
- Demonstrate the ability to apply fundamentals of project management best practices to daily activities.
- Responsible for regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage current issues and projects
- Serves as point of contact for client escalations.
- Conducts periodic account reviews (including but not limited to):
- Configuration auditing
- State reporting verification
- System health check
- Data backup and recovery review
- Trend Analysis
- Proactively reviews client issues & recommends training plans for post go live training.
- Actively contributes back to other Tyler departments by sharing best practices and process improvements.
- May assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
- May provide guidance to less-experienced team members.
- Manages service level agreements (SLA) compliance.
Qualifications
- BS/BA degree in related field or equivalent experience is desired.
- (External) A minimum of 5 years of experience managing client accounts or software implementations.
- (Internal) Typically 3-5 years of experience implementing or supporting Odyssey C&J Products.
- Software life cycle knowledge strongly 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.
- Proficiency using computers and exposure to IT infrastructure components required.
- Strong decision making and problem-solving skills
- Strong analytical ability, particularly in a technical environment.
- Proficient in Microsoft Word, Excel and PowerPoint.
- Exceptional conflict management skills.
- Ability to travel required