Client Manager

Client Success Moraine, Ohio


Description

Responsibilities

  • Serves as the primary contact person for a specific group of clients.
  • Reviews clients’ support contracts and product and module licenses, as well as the scope of support services available to them.
  • Understands and manages the process for handling support requests which fall outside the scope of a client’s contract.
  • Responds promptly to client e-mail, voice mail, and issues submitted via the web portal.
  • Creates electronic incidents of reported software issues after gathering all pertinent details from client.
  • Tracks resolution progress of client incidents by monitoring internal reports and requesting updates from analysts and database technicians.
  • Provides information on the availability of new releases, service packs, hot patches, and baseline fixes to the client and facilitates their delivery.
  • Ensures that support actions on behalf of client align with client business processes/schedules and staff responsibilities.
  • Creates incident status reports, facilitates conference calls, and provides documentation to clients as requested.
  • Works with project managers to assist smooth transition from implementation to support.
  • Partners with clients to seek optimum solutions for recurring software or work process issues.
  • Supports other client managers, analysts, and developers by keeping client data on internal share sites up-to-date and via timely e-mail announcements.
  • Communicates with clients frequently to ensure their satisfaction with service, to strengthen working relationships, and to increase Company awareness of the potential for additional sales opportunities.
  • Prioritizes and establishes due dates for incident tickets per Tyler’s guidelines.
  • Seeks additional information from clients to aid issue troubleshooting or determine if decisions have been made in order for analysts to move forward.
  • Follows up with clients once a resolution is delivered to ensure that results provide acceptable resolution and then closes the incident.

Qualifications

  • Bachelor’s degree in Business or related field.  Equivalent work experience may substitute for degree requirement.
  • A minimum of 3-5 years’ experience required in one or more of the following:
    • Client relations, particularly in a technical environment
    • Technical business analysis
  • Exceptional interpersonal and negotiating skills
  • Excellent decision making and problem solving skills
  • Excellent organizational skills
  • Excellent written and oral communication skills
  • Facility with Microsoft Word, Microsoft Excel, and Microsoft Office Outlook or equivalent software
  • Valid driver’s license issued by the state in which the employee lives
  • Knowledge of state/county/municipal government property valuation/assessment or tax billing and collection in public or private sector is helpful
  • Must be able to travel occasionally
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