Regional Client Experience Leader

Tyler-Technologies-29572f8; Idalou (TX); On-site; USD 67,000 - 75,000; Full time

Job summary

Tyler Technologies is seeking a Client Experience Manager to lead a regional cross-functional team and transform support into client success. You will own the regional NPS, drive engagement, and ensure high employee satisfaction through coaching and clear accountability.

You will monitor SLAs, oversee escalation handling, and collaborate with product, support, and leadership to share regional insights and influence roadmaps.

Qualifications

• Strong understanding of support operations, client lifecycle, and feedback systems (NPS, eSAT).
• Ability to coach others in client communication, troubleshooting, and service recovery.
• Excellent communication, prioritization, and problem-solving skills.
• Familiarity with ERP systems, local government software, or SaaS environments is a plus.

Responsibilities

• Own the regional client experience with NPS as the primary metric.
• Lead and develop a cross-functional Client Experience team.
• Monitor SLAs, call trends, and manage resource allocation.
• Coach team members on escalations, call quality, and client relationships.
• Partner with product and leadership to share regional insights.

Skills

NPS/eSAT understanding

Coaching

Communication

Problem-solving

Tools

ERP systems

Job description

Tyler Technologies is seeking a Client Experience Manager to lead a regional cross-functional team and transform support into client success. You will own the regional NPS, drive engagement, and ensure high employee satisfaction through coaching and clear accountability.

You will monitor SLAs, oversee escalation handling, and collaborate with product, support, and leadership to share regional insights and influence roadmaps.