Client Engagement Lead

Tyler Technologies, Inc.; Denver (CO); On-site; USD 66,585 - 70,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Client Engagement Lead to build strong, value-driven partnerships with assigned clients, drive product adoption, and improve NPS.

You will manage day-to-day relationships, guide success planning, and coordinate with regional teams to deliver a unified client experience. The role focuses on expanding product usage, identifying and addressing issues, and communicating progress with clients.

Qualifications

• 2+ years in customer success, support, or implementation.
• Strong communication and follow‑through with both clients and internal teams.
• Accountability mindset: sees issues through to resolution and keeps clients informed.
• Skilled at analyzing client behavior, identifying trends, and driving improvements.
• Comfortable managing multiple clients and priorities simultaneously.

Responsibilities

• Own overall client satisfaction, retention, and NPS outcomes.
• Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support.
• Coordinate with regional teammates to deliver a unified client experience.
• Build trusted relationships with assigned clients, acting as their primary point of contact.
• Lead recurring client meetings, including QBRs, focused on alignment, performance, and value realization.
• Develop and maintain tailored Client Success Plans.
• Operate in a matrixed environment—balancing strategic guidance from the Director of Client Success.
• Engage with day-to-day alignment to the Client Experience Manager, flag priorities and risks.
• Analyze consumption gaps and help clients expand product use to achieve business goals.
• Educate clients on features, updates, and product capabilities to maximize value.
• Serve as a product liaison, connecting internal resources to client needs.
• Guide clients through early stages of cloud adoption, helping them understand new workflows.
• Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams.
• Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry.
• Collaborate with Regional team, Development, and Services to track progress and advocate for resolution.
• Transparently communicate challenges and solutions, building trust through honesty and follow-through.
• Step in to handle support incidents as needed, especially during high‑volume periods.
• Actively track and improve assigned clients’ NPS performance through relationship building, issue resolution, and value delivery.
• Use NPS data to inform outreach plans and success strategy adjustments.
• Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler’s solutions provide.
• Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning.
• Share real stories of how other clients have solved similar problems or achieved goals with our tools.
• Monitor client health scores and identify early indicators of churn or dissatisfaction.
• Track client engagement and usage trends to adjust success strategies accordingly.
• Proactively flag at‑risk accounts and collaborate internally to get them back on track.

Skills

Strong communication

Follow-through

Accountability mindset

Analyzing client behavior

Managing multiple clients

Job description

Client Engagement Lead

The Client Engagement Lead builds strong, value-driven partnerships with assigned clients to ensure their satisfaction, retention, and success. This role is responsible for day-to-day relationship management, driving product adoption, and improving Net Promoter Scores (NPS) by delivering meaningful client outcomes and removing friction in their experience.

Location

Lubbock, Texas | Lakewood, Colorado | Billings, Montana | Orono, Maine

Travel

0-5%

Responsibilities

Client Partnership & Retention

• Own overall client satisfaction, retention, and NPS outcomes
• Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support
• Coordinate with regional teammates to deliver a unified client experience
• Build trusted relationships with assigned clients, acting as their primary point of contact
• Lead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realization
• Develop and maintain tailored Client Success Plans
• Operate in a matrixed environment—balancing strategic guidance from the Director of Client
• Engagement with day-to-day alignment to the Client Experience Manager. Ensure both leaders are informed of client priorities, risks, and outcomes to support a cohesive experience
• Analyze consumption gaps and help clients expand their product use to achieve specific business goals
• Educate clients on features, updates, and product capabilities to maximize value
• Serve as a product liaison, connecting internal resources to client needs
• Guide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific value

Issue Ownership & Communication

• Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams
• Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry
• Collaborate with Regional team, Development, and Services to track progress and advocate for resolution
• Transparently communicate both challenges and solutions, building trust through honesty and follow‑through
• Step in to handle support incidents as needed, especially during high‑volume periods

Client Advocacy & Feedback

• Actively rack and improve assigned clients’ NPS performance through relationship building, issue resolution, and value delivery
• Use NPS data to inform outreach plans and success strategy adjustments
• Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler’s solutions provide
• Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning
• Share real stories of how other clients have solved similar problems or achieved specific goals with our tools
• Monitor client health scores and identify early indicators of churn or dissatisfaction
• Track client engagement and usage trends to adjust success strategies accordingly
• Proactively flag at‑risk accounts and collaborate internally to get them back on track

What Success Looks Like

• Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
• Documented increases in adoption and closed consumption gaps
• All client‑reported issues are resolved or escalated with clear, timely communication
• Strong internal reputation as a reliable client advocate and issue owner
• Clear success stories and retained relationships over time

Qualifications

• 2+ years in customer success, support, or implementation
• Strong communication and follow‑through with both clients and internal teams
• Accountability mindset: sees issues through to resolution and keeps clients informed
• Skilled at analyzing client behavior, identifying trends, and driving improvements
• Comfortable managing multiple clients and priorities simultaneously

State‑Specific Salary Range Disclosure Requirements

Salary will generally fall between $66,585 - $70,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.