Client Success Account Manager

Tyler Technologies, Inc.; Plano (TX); On-site; USD 68,000 - 90,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Client Success Account Manager to provide proactive relationship management with our post-implementation customer base, ensuring improvement goals are met and exceptional service throughout the life of the relationship.

This hybrid role requires working from the Plano, TX office three days a week. You will collaborate with Client Executives, manage SLAs, drive renewals and add-on opportunities, and apply knowledge of Odyssey C&J products to support

Qualifications

• BS/BA degree or equivalent experience required.
• Minimum 5 years managing client accounts or software implementations.
• Experience with Odyssey C&J products preferred.
• Strong IT infrastructure awareness and MS Office proficiency.
• Willingness to travel.
• Background check per CJIS requirements.

Responsibilities

• Manage client projects per the Continuous Improvement Roadmap.
• Advise clients on operational best practices (Help Desk, Sev 1, Business Process Changes, Disaster Recovery).
• Understand client business processes to meet objectives.
• Collaborate with Client Executives to align roadmaps.
• Ensure SLA compliance and proactive account management.
• Coordinate release management and user readiness planning.
• Build long-term relationships with key stakeholders and drive renewals.

Skills

Relationship management

Communication

Problem solving

Education

BS/BA degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Client Management/Client SuccessPlano,Texas
Salary: USD 68000.00 - 90000.00 Annually

The Client Success Account Manager is responsible for providing proactive relationship management with Tyler's post-implementation customer base to ensure continuous improvement goals are met, critical client situations are being addressed, new clients transitioning from Pro Services to Support are referenceable, and that clients receive exceptional service throughout the life of their relationship with Tyler. The Client Success Team is ultimately focused on 1) protecting our installed base and 2) expanding our presence and strength within that base. The Client Success Account Managers and Client Executives align to ensure that Continuous Improvement strategies are set and implemented.

This is a hybrid position. Candidates must have the ability to work out of our Plano, TX office 3 days a week.

Responsibilities

• Manages client projects as defined by the Continuous Improvement Client Roadmap
• Documents and advises clients on operational best practices (Help Desk, Sev 1, Business Process Changes, Disaster Recovery, etc.)
• Demonstrate a thorough understanding of client specific business processes that ultimately helps clients meet their business objectives.
• Demonstrate a thorough understanding of key product areas that are most impactful to your client.
• Demonstrate a thorough understanding of client environments and infrastructure
• Execute successful release management of customer environments, guiding customers via regression testing plans and conducting release planning meetings for user readiness
• Identify systemic drivers of customer dissatisfaction and recommend solutions to appropriate internal Tyler teams
• Foster long term relationships with key client base and decision makers
• Align with Client Executives and meet regularly to understand client roadmap
• Drive proactive account management activities
• Manage multiple activities within multiple strategic accounts without missing deadlines or client commitments.
• Build rapport with clients and employees while actively influencing events and negotiating differences to achieve project goals.
• Demonstrate the latitude for independent judgment and decision making with little to no guidance
• Demonstrate ability to manage strategic accounts with little to no supervision.
• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
• Demonstrate the ability to achieve results without having direct control of the resources.
• Understand contract terms for the client.
• Demonstrate the ability to apply fundamentals of project management best practices to daily activities.
• Responsible for regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage current issues and projects
• Serves as point of contact for client escalations.
• Conducts periodic account reviews (including but not limited to):
• Data backup and recovery review
• Trend Analysis
• Proactively reviews client issues & recommends training plans for post go live training.
• Actively contributes back to other Tyler departments by sharing best practices and process improvements.
• May assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
• May provide guidance to less-experienced team members.
• Manages service level agreements (SLA) compliance.

Qualifications

• BS/BA degree in related field or equivalent experience is desired.
• (External) A minimum of 5 years of experience managing client accounts or software implementations.
• (Internal) Typically 3-5 years of experience implementing or supporting Odyssey C&J Products.
• Software life cycle knowledge strongly preferred.
• Excellent planning, organizational skills, and ability to follow-through until process are completed
• Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.
• Proficiency using computers and exposure to IT infrastructure components required.
• Strong decision making and problem-solving skills
• Strong analytical ability, particularly in a technical environment.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Exceptional conflict management skills.
• Ability to travel required
• Ability to work out of our Plano, TX office 3 days a week.
• Required to undergo and satisfactorily pass a fingerprint background check in accordance with CJIS requirements.