Client Success Account Manager
Description
As a Enterprise Supervision Client Success Account Manager (CSAM) you will establish yourself as a trusted advisor within assigned accounts providing proactive relationship management driven by customer satisfaction and account health. This position requires collaboration with the development, product, sales, professional services, and support teams to ensure continuous improvement goals are met, critical customer situations are being addressed, new customers transitioning from professional services to support are referenceable, and that customers receive exceptional service throughout the life of their relationship with Tyler. The ideal candidate is a driven professional with a proactive, positive “get-it-done” attitude and a diverse mix of skills in account management, consulting, communications, analytics, project management, process
improvement, and customer service.
Responsibilities
- Responsible for managing and serving as the primary day-to-day contact for updates and escalations, helping to drive resolution and testing of issues, assisting with configuration for new features as needed
- Manage multiple activities within assigned strategic accounts and apply fundamentals of project management best practices to daily activities
- Configure and deploy new features that expand customer use of Enterprise Supervision offerings
- Partner with Professional Services to ensure a smooth onboarding experience for new customers into support
- Conduct regular meetings meetings to manage issues and new projects for customers
- Build rapport with clients, advocate customer’s goals, and positively influence customer and Tyler alignment
- Develop a thorough understanding of client configuration and business process and identify Enterprise Supervision solutions that are most impactful to your customer
- Analyze data and trends to identify systemic drivers of dissatisfaction and recommend solutions to internal Tyler teams
- Track customer health metrics and communicate insights to internal leadership
- Prepare presentations, reports, and communications; conduct monthly reviews, or on a more frequent basis as required
- Own the implementation of Tyler Payments for Enterprise Supervision customers
- Align with Customer Executives and meet regularly to understand customer roadmap
- The ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments
- Understand contract terms for the client
- Actively contributes back to other internal departments by sharing best practices and process improvements
- May assist Professional Services and/or Sales with facilitating renewals of customer contracts and/or with add-on sales
Qualifications
- Bachelor's degree and minimum of five years job-related experience managing customer accounts or implementations
- Prior experience with Courts and Justice related solutions
- Strong presentation and facilitation skills, including advanced oral, written, and interpersonal communication skills
- Experience preparing presentations and reports for key customer stakeholders and upper management
- Excellent planning, organizational skills, and ability to follow-through until process are completed
- Ability to persuade and influence other teams without direct authority to achieve results
- Demonstrate the latitude for independent judgment and decision making with little to no guidance
- Energetic, motivated, and self-driven, with a desire to work in a fast-paced, entrepreneurial environment
- Experience with consulting, project management, software life cycle, and IT infrastructure
- Ability to travel as needed (<25%)