Client Success Manager: Post-Implementation & Growth

Tyler Technologies; Plano (TX); Hybrid; USD 85,000 - 125,000; Full time

Job summary

Tyler Technologies in Plano, TX seeks a Client Success Account Manager to manage post-implementation relationships, protect the installed base, and expand presence within accounts. You will collaborate with Client Executives to implement Continuous Improvement strategies and guide customers through releases, training, and ongoing success initiatives.

The role is hybrid with three days per week in the Plano office, supporting public safety and courts customers with proactive management, issue

Qualifications

• BS/BA degree in related field or equivalent experience.
• Minimum of 5 years of experience managing client accounts or software implementations.
• Software life cycle knowledge strongly preferred.
• Excellent planning, organizational skills, and ability to follow-through until processes 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.
• 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.

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 understanding of client business processes to help meet objectives.
• Demonstrate understanding of key product areas impactful to the client.
• Demonstrate understanding of client environments and infrastructure.
• Execute successful release management of customer environments with regression testing plans and release planning meetings.
• Identify systemic drivers of client dissatisfaction and recommend solutions.
• 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 commitments.
• Build rapport with clients and employees while influencing events to achieve goals.
• Demonstrate independent judgment with little to no guidance.
• Manage strategic accounts with minimal supervision.
• Incorporate new information, make quick decisions, and keep stakeholders informed.
• Achieve results without direct control of resources.
• Understand contract terms for the client.
• Apply fundamentals of project management to daily activities.
• Responsible for regular proactive communication and ad-hoc meetings to manage issues and projects.
• Serve as point of contact for client escalations.
• Conduct periodic account reviews (configuration auditing, state reporting verification, system health check, data backup and recovery review, trend analysis).
• Proactively reviews client issues and recommends training plans for post go-live training.
• Contribute back to Tyler departments by sharing best practices and process improvements.
• May assist Professional Services and/or Sales with renewals or add-on sales opportunities.
• May mentor less-experienced team members.
• Manages service level agreements (SLA) compliance.

Education

BS/BA degree in related field

Job description

Tyler Technologies in Plano, TX seeks a Client Success Account Manager to manage post-implementation relationships, protect the installed base, and expand presence within accounts. You will collaborate with Client Executives to implement Continuous Improvement strategies and guide customers through releases, training, and ongoing success initiatives.

The role is hybrid with three days per week in the Plano office, supporting public safety and courts customers with proactive management, issue