Customer Success Account Manager, eFile & Serve

Client Success Plano, Texas


Description

The Client Success Account Manager will be assigned a customer base and will be responsible for providing ongoing service to clients (on site, as required) to ensure service goals are met and that clients receive exceptional support.


Responsibilities

 

  • Works with clients to set clear, realistic expectations, and deliverables throughout the development of a support account plan; then executes against the plan through proactive work on the objectives.

  • Responsible for regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage current support incidents and periodic site visits.

  • Coordinate the deployment of releases and system maintenance with internal Tyler stakeholders and with the client.

  • Promotes customer satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering services that help clients meet their business objectives.

  • Develops and maintains an excellent relationship with assigned customers.

  • Conducts periodic account reviews and account planning meetings

  • Manages issues within JIRA

  • Manages client tickets within CRM

  • Performs periodic conference call/status meetings with clients

  • Manages customer expectations

  • Manages service level agreements (SLA) compliance.

  • Work closely with the Product Analyst to manage customer enhancement requests and expectations.

  • Act as a liaison to clearly communicate ideas between technical and non-technical stakeholders.

  • Performs other duties as assigned.


Qualifications

  • BS/BA degree in related field or equivalent experience is desired.

  • (External) A minimum of 5 years of experience managing client accounts or software implementations.

  • (Internal) Typically 3-5 years of experience implementing or supporting C&J Products.

  • Software life cycle knowledge strongly preferred.

  • 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.

  • Proficiency using computers and exposure to IT infrastructure components required.

  • Strong decision making and problem-solving skills

  • Strong analytical ability, particularly in a technical environment.

  • Proficient in Microsoft Word, Excel and PowerPoint.

  • Exceptional conflict management skills.

  • Ability to travel required.