Client Success Executive

Tyler Technologies, Inc.; Overland Park (KS); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Client Success Executive to enhance client relationships and ensure satisfaction. In this dynamic role, you'll collaborate with various teams to address client needs and drive continuous improvement. Your proactive approach will help you build long-lasting relationships while advocating for clients' goals. This position offers a unique opportunity to contribute to a mission-driven organization that values its employees and fosters a supportive work environment. If you're a motivated professional with a passion for customer service and relationship management, this is the perfect opportunity for you to grow your career.

Benefits

Competitive Benefits

Health and Wellness Support

Career Growth Opportunities

Qualifications

• 2-4 years experience in client relationship management.
• Strong organizational skills and ability to follow-through.

Responsibilities

• Serve as the primary contact for clients, managing updates and escalations.
• Analyze data to identify process improvement opportunities.
• Build rapport with clients and internal teams to achieve goals.

Skills

Communication Skills

Account Management

Analytics

Project Management

Process Improvement

Customer Service

Education

Bachelor's Degree

Equivalent Professional Experience

Tools

Project Management Software

Job description

The Client Success Executive is responsible for providing proactive relationship management with Tyler’s Outdoor Recreation clients from implementation and beyond, providing customer satisfaction and maintaining account health. This position requires collaboration across functional teams including development, product, sales, implementation, data, and support to ensure continuous improvement goals are met, critical client situations are addressed, remain referenceable, and each client receives exceptional service throughout the life of their relationship with Tyler.

The ideal candidate is a driven professional, who is proactive, positive, and self-motivated. The incumbent must have a mix of diverse skills including communication, account management, analytics, project management, process improvement, and customer service.

Location

Overland Park, Kansas

Travel

0-5%

Responsibilities

• Serve as the primary day-to-day contact for clients for updates and escalations, helping to drive resolution of issues
• Facilitate information flow in regularly scheduled and ad-hoc meetings to manage issues and projects with clients
• Advocate client’s goals and positively influence client and Tyler alignment
• Establish knowledge of client business processes that ultimately helps clients meet their business objectives
• Demonstrate an understanding of key product areas that are most impactful to your client
• Foster long-term relationships with key client base and decision makers
• Build rapport with clients and Tyler employees while actively influencing events and negotiating differences to achieve goals
• Analyze data and trends to identify process and relationship improvement opportunities
• Proactively review client issues & recommend training plans for post go live training
• Track customer health metrics and communicate insights to internal leadership
• Work with Implementation to ensure a smooth onboarding experience for new clients
• Assist with developing presentations, reports, and communications to distribute or present to clients
• Partner with Implementation, Product, Development, and Support teams to advocate for clients to ensure their experiences with Tyler exceed expectations and deliver tangible results
• Align with Client Executives and meet regularly to understand client roadmap
• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments
• Actively contribute back to other internal departments by sharing best practices and process improvements
• Demonstrate comprehension and promote awareness of contractual requirements, SLAs, and Tyler’s delivery accountability
• Document and advise clients on operational best practices
• Manage service level agreements compliance in partnership with product team
• Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales
• Ability to travel as needed
• Other duties as assigned

Qualifications

• Bachelor's degree or equivalent professional experience
• 2-4 years experience in client relationship management
• Track record of building and developing trusted relationships
• Excellent written and verbal communication skills
• Ability to persuade and influence without direct authority
• Strong presentation and facilitation skills, including advanced oral, written, and interpersonal communication skills
• Excellent customer service skills and comfortable interacting directly key stakeholders
• Strong organizational skills and ability to follow-through
• Ability to manage accounts strategically with little to no supervision
• Experience with project management, software life cycle, and IT infrastructure preferred
• 5+ years of experience in account management, sales, or customer service
• In-depth knowledge of the industry and market trends

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally.

Taking Care of You & Your Family

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.

Tyler Technologies Equal Opportunity Employment

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.