Regional Client Experience Lead (NPS & Growth)

Tyler Technologies, Inc.; Lawrenceville (GA); On-site; USD 51,000 - 65,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Client Experience Manager to own the client experience across designated regions, drive NPS improvement, and coordinate proactive outreach.

Travel 10-25% annually to support customers in Billings, MT; Lawrenceville, GA; Latham, NY; Lubbock, TX; and Pittsburgh, PA. The role requires strong communication, relationship-building, and problem-solving skills, with a background in ERP or SaaS environments preferred.

Qualifications

• Strong understanding of support operations and feedback systems.
• Excellent communication, prioritization, and problem-solving skills.
• Familiarity with ERP systems or SaaS environments is a plus.
• Ability to travel 10-25% annually.

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

Support operations

Client lifecycle

Feedback systems

Communication skills

Problem-solving

Travel readiness

Tools

ERP systems

Job description

Tyler Technologies, Inc. is seeking a Client Experience Manager to own the client experience across designated regions, drive NPS improvement, and coordinate proactive outreach.

Travel 10-25% annually to support customers in Billings, MT; Lawrenceville, GA; Latham, NY; Lubbock, TX; and Pittsburgh, PA. The role requires strong communication, relationship-building, and problem-solving skills, with a background in ERP or SaaS environments preferred.