Supervisory Team Lead, Client Experience
Description
Responsibilities
Team Leadership and Employee Development
Provide daily coaching, mentoring, and operational guidance to CXMs.
Help team members prioritize client needs, manage commitments, and maintain consistent follow-through.
Provide real-time feedback, reinforce established processes, and identify individual and team development opportunities.
Model professional judgment, accountability, effective communication, and proactive problem-solving.
Support regional leadership in identifying capacity constraints, performance trends, and opportunities for process improvement.
Client Relationship and Portfolio Management
Maintain strong relationships with assigned clients, serving as a trusted advisor and advocate.
Monitor client health, engagement activity, open issues, and emerging risks across assigned client portfolios.
Support proactive client communication, relationship reviews, and appropriate executive engagement.
Identify patterns across client accounts and help coordinate actions that improve satisfaction, retention, and confidence in Tyler.
Maintain direct involvement with clients and selected complex or strategic situations.
Escalation Management and Cross-Functional Coordination
Coordinate the resolution of complex client concerns, ensuring appropriate ownership, communication, and follow-through.
Partner with Support, Product, Professional Services, and other internal teams to advance issues and remove barriers.
Help establish priorities when competing client needs require coordinated action.
Ensure that issues are appropriately tracked, escalated, and managed without unnecessary duplication or loss of accountability.
Help bridge gaps between client expectations, internal commitments, and organizational capabilities.
Operational Execution and Continuous Improvement
Assist Regional Managers in translating strategic priorities into clear daily work expectations.
Review client and operational data to identify aging issues, emerging risks, and improvement opportunities.
Promote consistent adoption of CRM practices, client documentation standards, and established CX workflows.
Recommend improvements to processes, training, workload coordination, and client engagement practices.
Communicate trends, risks, results, and recommendations to regional and senior leadership.
Contribute to cross-functional initiatives that improve the overall client experience.
Qualifications
Bachelor's degree in a related field or equivalent relevant experience.
Three or more years of experience managing client relationships, preferably in enterprise software, SaaS, or a comparable technology environment.
Demonstrated ability to coach, mentor, or guide colleagues and influence team performance.
Strong organizational skills, sound judgment, and demonstrated ownership of complex issues.
Excellent written and verbal communication, conflict resolution, and relationship management skills.
Strong analytical and problem-solving skills with the ability to use operational data to drive decisions.
Ability to coordinate effectively across multiple functions and manage competing priorities.
Proficiency with Microsoft Office applications and customer relationship management systems.
Preferred Qualifications
Experience working with enterprise ERP or K–12 school administration software.
Familiarity with financial management, payroll, human resources, or other school business processes.
Experience in customer success, account management, client experience, or service operations.
Experience providing frontline team leadership in a technical or client-facing environment.
Working knowledge of Tyler Technologies products and client-facing business processes.