Client Success Account Manager (CSAM) - Public Safety

Client Success Troy, Michigan United States


Description

The Client Success Account Manager is a dedicated account manager committed to the overall satisfaction of a customer’s post implementation experience. The core of this role is long term relationship management, creative problem solving, protecting our installed base and expanding our presence within that base. Client Success Account Managers and Client Executives align to ensure that Continuous Improvement strategies are set and implemented.

Responsibilities

  • Acts as a trusted advisor to our customers by providing proactive relationship management.
  • Represents the “Voice of the Customer” within Tyler, providing consistent feedback on where customers are achieving their goals, and where their needs are not being met.
  • Promotes customer satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering services that help clients meet their business objectives.
  • Serves as the primary contact for transitioning post implementation customers into day-to-day support.
  • Documents and advises clients on operational best practices (Help Desk, Sev 1, Business Process Changes, Disaster Recovery, etc.).
  • Executes successful release management of customer environments, guiding customers via regression testing plans and ensuring user readiness.
  • Develops and maintains excellent relationships with assigned customers.
  • Demonstrates the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
  • Demonstrates the ability to achieve results without having direct control of the resources assigned.
  • Understands assigned client’s contract terms.
  • Demonstrates the ability to apply fundamentals of project management best practices to daily activities.
  • Responsible for regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage issues and projects.
  • Serves as point of contact for client escalations.
  • Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
  • Provide guidance to less-experienced team members.

Qualifications

  • Prior Public Safety experience required
  • BS/BA degree in related field or equivalent experience is desired.
  • A minimum of 5 years of experience managing client accounts or software implementations.
  • 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.

Great Place to Work & Grow Your Career

Our office in Troy, Michigan, was recently recognized as a “Top Workplace” by the Detroit Free Press. To see a glimpse of our culture and passion for first responders and community safety, watch this video »