Client Success Executive
Description
The Client Success Executive is responsible for providing proactive relationship management with Tyler’s Outdoor Recreation clients from implementation and beyond, providing customer satisfaction and maintaining account health. This position requires collaboration across functional teams including development, product, sales, implementation, data, and support to ensure continuous improvement goals are met, critical client situations are addressed, remain referenceable, and each client receives exceptional service throughout the life of their relationship with Tyler.
The ideal candidate is a driven professional, who is proactive, positive, and self-motivated. The incumbent must have a mix of diverse skills including communication, account management, analytics, project management, process improvement, and customer service.
Responsibilities:
- Serve as the primary day-to-day contact for clients for updates and escalations, helping to drive resolution of issues
- Facilitate information flow in regularly scheduled and ad-hoc meetings to manage issues and projects with clients
- Advocate client’s goals and positively influence client and Tyler alignment
- Establish knowledge of client business processes that ultimately helps clients meet their business objectives
- Demonstrate an understanding of key product areas that are most impactful to your client
- Foster long-term relationships with key client base and decision makers
- Build rapport with clients and Tyler employees while actively influencing events and negotiating differences to achieve goals
- Analyze data and trends to identify process and relationship improvement opportunities
- Proactively review client issues & recommend training plans for post go live training
- Track customer health metrics and communicate insights to internal leadership
- Work with Implementation to ensure a smooth onboarding experience for new clients
- Assist with developing presentations, reports, and communications to distribute or present to clients
- Partner with Implementation, Product, Development, and Support teams to advocate for clients to ensure their experiences with Tyler exceed expectations and deliver tangible results
- Align with Client Executives and meet regularly to understand client roadmap
- Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments
- Actively contribute back to other internal departments by sharing best practices and process improvements
- Demonstrate comprehension and promote awareness of contractual requirements, SLAs, and Tyler’s delivery accountability
- Document and advise clients on operational best practices
- Manage service level agreements compliance in partnership with product team
- Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales
- Ability to travel as needed
- Other duties as assigned
Qualifications:
- Bachelor's degree or equivalent professional experience
- 2-4 years experience in client relationship management
- Track record of building and developing trusted relationships
- Excellent written and verbal communication skills
- Ability to persuade and influence without direct authority
- Strong presentation and facilitation skills, including advanced oral, written, and interpersonal communication skills
- Excellent customer service skills and comfortable interacting directly key stakeholders
- Strong organizational skills and ability to follow-through
- Ability to manage accounts strategically with little to no supervision
- Experience with project management, software life cycle, and IT infrastructure preferred
- 5+ years of experience in account management, sales, or customer service
- In-depth knowledge of the industry and market trends
- Network of contacts within the industry