Regional Client Experience Leader (NPS & Growth)

Tyler Technologies; Lubbock (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

Tyler Technologies is seeking a Client Experience Manager to transform support into client success across a regional scope. You will lead a cross-functional team of Client Experience Champions, Engagement Leads, and Learning Enablement Coaches, driving engagement, growth, and performance while owning NPS for the region.

You will act as a strategic and tactical partner, ensuring clients feel supported and heard, and employees are empowered and engaged.

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.
• Coach team members on escalations, call quality, and client relationships.
• Monitor regional call trends, case volumes, and ensure SLA compliance.
• Partner with regional managers to share best practices and align on strategies.
• Track and report on NPS, eSAT, and operational KPIs.

Skills

NPS/eSAT expertise

Coaching

Communication

ERP/SAAS familiarity

Job description

Tyler Technologies is seeking a Client Experience Manager to transform support into client success across a regional scope. You will lead a cross-functional team of Client Experience Champions, Engagement Leads, and Learning Enablement Coaches, driving engagement, growth, and performance while owning NPS for the region.

You will act as a strategic and tactical partner, ensuring clients feel supported and heard, and employees are empowered and engaged.