Regional Client Experience Leader

Tyler Technologies; Orono (ME); On-site; USD 67,000 - 75,000; Full time

Job summary

Tyler Technologies seeks a Client Experience Manager to transform support into client success across regions including Orono, ME. You will lead a regional team of Client Experience Champions, Engagement Leads, and Learning Enablement Coaches to drive NPS, employee engagement, and service quality.

You will own regional client outcomes, oversee escalation paths, and partner with product and leadership to translate feedback into action, while nurturing a high-trust, high-performance culture.

Qualifications

• Strong understanding of client experience metrics and feedback systems (NPS, eSAT).
• Ability to coach team members in client communication and escalation handling.
• Excellent communication, prioritization, and problem-solving skills.

Responsibilities

• Own the client experience for the assigned region, with NPS as the primary success metric.
• Track and improve clients' NPS through relationship building and value delivery.
• Oversee communication on critical issues, roadmap items, and new features.
• Surface product gaps and advocate for enhancements with internal teams.
• Serve as escalation path for client concerns requiring leadership handling.
• Directly manage and develop a regional team including Champions and Engagement Leads.
• Monitor regional call trends, case volumes, and ensure SLA adherence.
• Coach team members on handling escalations and improving call quality.

Skills

NPS focus

People leadership

Relationship management

Job description

Tyler Technologies seeks a Client Experience Manager to transform support into client success across regions including Orono, ME. You will lead a regional team of Client Experience Champions, Engagement Leads, and Learning Enablement Coaches to drive NPS, employee engagement, and service quality.

You will own regional client outcomes, oversee escalation paths, and partner with product and leadership to translate feedback into action, while nurturing a high-trust, high-performance culture.