Client Experience Leader: NPS-Driven Growth & Mentoring

Tyler Technologies, Inc.; Maine; On-site; USD 66,585 - 75,000; Full time

Job summary

Tyler Technologies, Inc. is looking for a Client Experience Manager responsible for transforming client support into success. This role involves owning the Net Promoter Score (NPS) and ensuring high employee satisfaction within the team. Key tasks include managing a cross-functional team, driving client engagement, and improving support operations. The position requires excellent communication and coaching skills, as well as a strong understanding of client lifecycle operations. The salary ranges from $66,585 to $75,000, depending on geographic adjustments.

Qualifications

• Strong understanding of support operations, client lifecycle, and feedback systems (NPS, eSAT).
• Ability to coach others in client communication, troubleshooting, and service recovery.
• Excellent communication, prioritization, and problem-solving skills.
• Familiarity with ERP systems, local government software, or SaaS environments is a plus.

Responsibilities

• Own the client experience for the assigned region, with NPS as the primary success metric.
• Directly manage and develop a regional team of individuals.
• Monitor regional call trends and support backlogs.
• Own employee satisfaction and engagement for your regional team.
• Track and report on team and regional performance.

Skills

Client lifecycle understanding

Coaching others

Excellent communication

Problem-solving skills

Job description

Tyler Technologies, Inc. is looking for a Client Experience Manager responsible for transforming client support into success. This role involves owning the Net Promoter Score (NPS) and ensuring high employee satisfaction within the team. Key tasks include managing a cross-functional team, driving client engagement, and improving support operations. The position requires excellent communication and coaching skills, as well as a strong understanding of client lifecycle operations. The salary ranges from $66,585 to $75,000, depending on geographic adjustments.