Client Experience Manager

Tyler Technologies, Inc.; Billings, Northern (MT, KY); Hybrid; USD 51,000 - 65,000; Full time

Job summary

Tyler Technologies, Inc. seeks a Client Experience Manager to lead the client experience for the assigned region, focusing on NPS as the primary success metric.

You will guide a cross-functional team, track client metrics, identify gaps, and partner with product and support to improve outcomes, while ensuring proactive communication during changes and incidents.

Qualifications

• Strong understanding of support operations, client lifecycle, and feedback systems (NPS, CSAT, CES)
• 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.
• Actively track and improve clients’ NPS performance through relationship building, issue resolution, and value delivery
• Use NPS data to inform outreach plans and success strategy adjustments
• Regularly engage with clients and oversee communication on critical issues, roadmap items, and new features.
• Understand regional client trends and ensure proactive outreach strategies are in place.
• Surface product gaps, friction points, and enhancement opportunities to internal teams.
• Serve as a high-level escalation path for client concerns that require management handling.
• Consistently highlight Tyler’s unique value in conversations with clients and internal stakeholders
• Ensure regional teams understand how to communicate product differentiators when managing escalations or sharing best practices
• Serve as a champion for the client experience—reinforcing where Tyler’s solutions are delivering exceptional outcomes
• Step in to handle support incidents as needed, especially during high-volume periods
• Help clients navigate change—whether product updates, cloud transitions, or process shifts—by providing clarity, reassurance, and structured communication.
• Monitor regional call trends, case volumes, and support backlogs—ensuring appropriate resource coverage and load balancing.
• Ensure SLAs are being met and pull in Client Engagement and Learning Enablement team members to assist with incidents as appropriate
• Identify and act on staffing needs or workflow adjustments to improve service responsiveness.
• Partner with other regional teams to share best practices and align on enterprise client strategies.
• Track and report on team and regional performance—including NPS, CSAT, and operational KPIs.
• Ensure all team members follow the regional feedback processes
• Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
• Proactive client outreach is happening consistently—not just reactive support.
• Regional themes and client needs are regularly synthesized and shared with product, support, and leadership stakeholders.

Skills

NPS/CSAT/CES understanding

Communication skills

Problem-solving

Tools

ERP systems

SaaS familiarity

Job description

Client Management/Client SuccessBillings,MontanaLawrenceville,GeorgiaLatham,New YorkLubbock,TexasPittsburgh,Pennsylvania
Salary: USD 51035 - 65000 Annually

The Client Experience Manager plays a pivotal role in transforming support into client success. This leader is directly responsible for the engagement, growth, and performance of a cross-functional team—including Client Experience Champions, Client Engagement Leads/Managers, and Learning Enablement Coaches.

Responsibilities

• Own the client experience for the assigned region, with NPS as the primary success metric.
• Actively track and improve clients’ NPS performance through relationship building, issue resolution, and value delivery
• Use NPS data to inform outreach plans and success strategy adjustments
• Regularly engage with clients and oversee communication on critical issues, roadmap items, and new features.
• Understand regional client trends and ensure proactive outreach strategies are in place.
• Surface product gaps, friction points, and enhancement opportunities to internal teams.
• Serve as a high-level escalation path for client concerns that require management handling.
• Consistently highlight Tyler’s unique value in conversations with clients and internal stakeholders
• Ensure regional teams understand how to communicate product differentiators when managing escalations or sharing best practices
• Serve as a champion for the client experience—reinforcing where Tyler’s solutions are delivering exceptional outcomes
• Step in to handle support incidents as needed, especially during high-volume periods
• Help clients navigate change—whether product updates, cloud transitions, or process shifts—by providing clarity, reassurance, and structured communication.
• Monitor regional call trends, case volumes, and support backlogs—ensuring appropriate resource coverage and load balancing.
• Ensure SLAs are being met and pull in Client Engagement and Learning Enablement team members to assist with incidents as appropriate
• Identify and act on staffing needs or workflow adjustments to improve service responsiveness.
• Partner with other regional teams to share best practices and align on enterprise client strategies.
• Track and report on team and regional performance—including NPS, CSAT, and operational KPIs.
• Ensure all team members follow the regional feedback processes
• Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
• Proactive client outreach is happening consistently—not just reactive support.
• Regional themes and client needs are regularly synthesized and shared with product, support, and leadership stakeholders.

Qualifications

• Strong understanding of support operations, client lifecycle, and feedback systems (NPS, CSAT, CES)
• Excellent communication, prioritization, and problem-solving skills
• Familiarity with ERP systems, local government software, or SaaS environments is a plus