Tyler Technologies Careers

Description

The Client Success Account Manager is responsible for providing proactive relationship management with post-implementation Municipal Justice client base to ensure continuous improvement goals are met, critical client situations are being addressed, and that clients receive exceptional service throughout the life of their relationship with Tyler.  The incumbent consults and partners with clients to gain a comprehensive understanding of workflows, business requirements and the needs of the courts. The Municipal Justice Client Success Team is ultimately focused on 1) protecting our installed client base and 2) expanding our presence and strength within that base.  Our main focus is to identify ways to ensure that Continuous Improvement strategies are set and implemented. 

Responsibilities  

• Foster long term relationships with assigned portfolio of clients
• Demonstrate ability to manage courts with more complex daily processes
• Responsible for delivering high quality knowledge transfer services to clients allowing them to use Tyler products efficiently and effectively to achieve successful daily operations 
• Demonstrate an understanding of key product areas that are most impactful to your clients
• Manage multiple activities within multiple strategic accounts without missing deadlines or client commitments
• Identify systemic drivers of customer dissatisfaction and recommend solutions to appropriate internal Tyler teams
• Build rapport with internal and external stakeholders while actively influencing events and negotiating differences to achieve goals
• Ability to make quick decisions and keep the appropriate people informed of rapidly occurring developments
• Exhibit and apply fundamentals of project management best practices
• Serve as point of contact for assigned account client escalations
• Responsible for regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage current issues and projects
• 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
• Know, understand, and adhere to contractual service level agreements (SLA) compliance
• Conducts periodic account reviews
• Keep up to date on administrative tasks such as documenting client issues, communicating agendas, submitting trip reports, and weekly expense reports
• Perform other duties as assigned

Qualifications  

• BS/BA degree in related field or equivalent experience is desired 
• (External) A minimum of 4 years of experience managing client accounts
• (Internal) typically 3-5 years of experience managing client relationships or customer service
• 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 top-level customer service skills 
• Strong decision making, problem-solving skills, and analytical skills
• Exceptional presentation and knowledge transfer skills
• Excellent interpersonal and communication skills
• Proficient in Word, Excel and PowerPoint
• Ability to travel required (MINIMUM 50%)