Strategic Account Manager

Client Management/Client Success Vancouver, BC


Description

The Strategic Account Manager is a blended role that is responsible for acting as Client Success Account Manager (CSAM) for their clients, while being expected to maintain Client Executive (CE) relationships with the executive level of a subset of client organizations.  The Strategic Account Manager will work in tandem with the Associate General Manager to balance the two roles based on regional needs, client needs, and the Account Manager’s maturity in their role.  The position will foster strong relationships between Tyler and its clients and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, for Tyler products.

 

Responsibilities

  • Under the supervision of the Assoc. GM, execute for a targeted group of client accounts the following Client Executive tasks:
    • Execute regular client communication and potential site visits, including regular account reviews with key client stakeholders.
    • Document and advise clients on best practices, governance, and Client Success offerings (CSAM, CSC, etc.).
    • Serve as point of contact for client escalations, including executive-level escalations.
    • Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
    • Measure and report regularly on client health, including weekly tracking and quarterly account reviews with Tyler Executive Leadership Team.
    • Assess client’s electronic maturity using available tools and develop client specific roadmap which will include new products, services and improved configuration to reduce software consumption gap.
    • Demonstrate an understanding of client specific configuration/functionality/infrastructure.
    • Develop and deliver presentations for both internal and external audiences. The audience range should include Sr. Level Leadership, IT professionals, internal management, staff, and customer end-users.
    • Build rapport with executive level clients
    • Identify key influencers and decision makers such as Chief Information Officers, IT Directors, Finance Directors, Clerk of Court, City/County Clerk, Assessors, Development Directors, Police Chief, etc.
    • Collaborate with client and/or Tyler resources to solve complex business issues.
    • Demonstrate expertise in both current product portfolio and future product vision.
  • Perform other duties as assigned.

 

Qualifications

  • BS/BA degree in related field or equivalent experience is desired.
  • Minimum 3 years’ experience of account management experience preferred.
  • Five or more years’ experience in managing client relationships/software.
  • Some management and leadership experience preferred.
  • Software life cycle knowledge required.
  • 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.
  • Strong decision making and problem-solving skills.
  • Strong analytical ability, particularly in a technical environment.
  • Proficient in Microsoft Word, Excel, PowerPoint and Project.
  • Exceptional conflict management, interpersonal and negotiating skills.
  • Working knowledge of Tyler products required. 
  • Strategic planner with excellent organizational skills and ability to follow-through until process is completed.

Ability to travel required – 15% to 25%

Required to undergo and satisfactorily pass a fingerprint background check in accordance with CJIS requirements.