Client Success Account Manager
Description
The Client Success Account Manager is responsible for providing proactive relationship management with Tyler’s post-implementation customer base to ensure continuous improvement goals are met, critical client situations are being addressed, new clients transitioning from Pro Services to Support are referenceable, and that clients receive exceptional service throughout the life of their relationship with Tyler. The Client Success Team is ultimately focused on 1) protecting our installed base and 2) expanding our presence and strength within that base. The Client Success Account Managers and Client Executives align to ensure that Continuous Improvement strategies are set and implemented.
Responsibilities
Client Partnership & Account Ownership
- Serve as the primary point of contact and trusted advisor for assigned State DOC clients.
- Develop and maintain strong relationships with executive leadership, operational stakeholders, and technical personnel.
- Conduct regular strategic account reviews focused on system health, operational performance, risk identification, and improvement opportunities.
- Manage client escalations and critical issues through resolution.
- Align client objectives with product capabilities, roadmap planning, and organizational strategy.
- Support renewal readiness and identify opportunities for solution expansion or optimization.
- Develop and maintain Continuous Improvement Roadmaps aligned to DOC priorities.
Implementation & Project Leadership
- Lead end-to-end implementation and major enhancement initiatives for DOC clients.
- Develop detailed project plans outlining scope, schedule, resources, risks, and success criteria.
- Conduct project kickoff meetings and establish governance and communication structures.
- Manage project execution including milestone tracking, issue resolution, risk mitigation, and stakeholder coordination.
- Guide clients through configuration, testing, data conversion, and go-live readiness.
- Support release planning, upgrade management, and regression testing.
- Ensure smooth transition from implementation to steady-state operations.
Corrections Operational Consulting
- Analyze DOC business processes and recommend best practices aligned with correctional operations.
- Provide solution design guidance and workflow optimization for areas such as:
- Intake and booking
- Classification and case management
- Housing and movement
- Programs and services
- Release and reentry
- Security, compliance, and audit requirements
- Advise clients on organizational change management and user adoption strategies.
- Deliver product demonstrations, training sessions, and knowledge transfer.
- Develop targeted training plans to address adoption gaps or operational risks.
- Technical & Environment Oversight
- Maintain a working understanding of client environments, infrastructure, integrations, and dependencies.
- Guide clients through data mapping, conversion validation, and issue resolution.
- Conduct configuration and system health reviews.
- Coordinate with internal Support, Product, Engineering, Hosting, and Services teams to resolve issues and drive improvements.
- Identify trends in defects, performance concerns, or user challenges and escalate systemic issues appropriately.
- Continuous Improvement & Organizational Contribution
- Monitor key indicators related to system adoption, operational effectiveness, and client satisfaction.
- Identify systemic drivers of dissatisfaction and recommend corrective actions.
- Lead cross-functional initiatives to improve client outcomes, delivery processes, and operational best practices.
- Document and share corrections-specific best practices across the organization.
- Contribute to internal process improvement and knowledge development for DOC solutions.
Qualifications
- Bachelor’s degree in Criminal Justice, Business, Information Systems, or a related field, or equivalent experience.
- Minimum 5 years of experience in enterprise software implementation, client success, project management, or operational consulting.
- Direct experience working with a State Department of Corrections, either:
- Within a DOC agency, or
- Supporting a DOC as a vendor, consultant, or implementation partner.
- Demonstrated understanding of statewide or multi-facility correctional operations.
- Experience managing complex projects or client relationships in a government environment.
- Strong communication, facilitation, and executive presentation skills.
- Proven organizational, analytical, and problem-solving abilities.
- Experience with change management and user adoption.
- Ability to travel up to 40–50%.
- Ability to pass CJIS and other required background checks.
Preferred Qualifications
- Experience with offender management or corrections enterprise systems.
- Experience with SaaS or cloud-based solutions.
- Knowledge of software development lifecycle and release management.
- Familiarity with system integrations, data conversion, or relational databases.
- Experience working in a matrixed, cross-functional delivery environment.