Client Experience Manager

Tyler Technologies; Pittsburgh (Allegheny County); Hybrid; USD 51,035 - 65,000; Full time

Benefits offered by this job

Competitive benefits supporting health and financial wellness

Job summary

Tyler Technologies is hiring a Client Experience Manager to enhance client success. This role involves managing a cross-functional team to improve client engagement and oversee communication on key issues. Candidates should have strong support operations knowledge and be skilled in fostering client relationships.

The ideal candidate will have excellent problem-solving abilities and is expected to travel 10-25% annually. This position offers a competitive salary and benefits.

Qualifications

• Strong understanding of client lifecycle and feedback systems (NPS, eSAT).
• Excellent communication, prioritization, and problem-solving skills.
• Ability to travel 10-25% annually.

Responsibilities

• Own the client experience for the assigned region, with NPS as the primary success metric.
• Track and improve clients' NPS performance through relationship building.
• Engage with clients and oversee communication on critical issues.
• Identify staffing needs to improve service responsiveness.

Skills

Understanding of support operations

Excellent communication skills

Prioritization skills

Problem-solving skills

Familiarity with ERP systems

Job description

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.

Location

Billings, Montana | Lawrenceville, Georgia | Latham, New York | Lubbock, Texas | Pittsburgh, Pennsylvania

Travel

10-25%

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 managers to share best practices and align on enterprise client strategies.
• Track and report on team and regional performance—including NPS, eSAT, and operational KPIs.
• Ensure all team members follow the regional feedback process defined by the Director of Client Operations.
• 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, eSAT).
• Excellent communication, prioritization, and problem‑solving skills.
• Familiarity with ERP systems, local government software, or SaaS environments is a plus.
• Ability to travel 10-25% annually.

Salary

Salary will generally fall between $51,035 and $65,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Benefits

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

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.