Remote Software Support & Client Success Lead

Tyler Technologies, Inc.; Phoenix (AZ); Remote; USD 67.000 - 88.000; Vollzeit

Zusammenfassung

Tyler Technologies, Inc. is seeking a Software Support Manager to direct and implement policies ensuring Tyler software product support. The goal is to build a capable workforce that delivers a positive client experience within Client Services.

The role oversees service levels, supervises staff, and collaborates with Development, Implementations, and Consulting Services to address client needs. Responsibilities include managing performance, hiring, mentoring, reporting, and driving strategic

Qualifikationen

• BS/BA degree in related field or equivalent work experience is required.
• Expert-level experience with Tyler software products or 5+ years' experience in Tyler's Client Service organization is required.
• Strong desire to motivate and manage a team of professionals is required.
• Effective conflict management, resolution and communication skills are required.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment is required.
• Demonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.
• Excellent interpersonal skills are required, including verbal and written communications.
• Ability to travel preferred (less than 25%).

Aufgaben

• Achieves and maintains the service goals of the Client Services Department, creates new ways for reaching these goals, and takes corrective action when goals are not met.
• Directly manage employees on the support team.
• Address employee performance issues immediately through individual meetings and written communication;
• Provide regular reviews to each employee in writing and follow up with individuals on any areas that need improvement
• Mentor Team Leads
• Interview and hire new employees; direct new employee training programs and monitor training needs for the team; monitor individual progress and take action as needed
• Monitors and improves upon monthly performance metrics
• Contributes to the execution of departmental strategic and tactical plans
• Respond to escalated client issues and negotiate solutions based on client needs and company policies
• Monitors in-peril client support (Tyler Care) activities
• Review product changes and defects with Software Development and provide them with client feedback to improve the overall product
• Actively work with all department managers to develop or improve Tyler's services, goals and procedures
• Prepare reports and/or documentation concerning the team's services, goals and needs
• Respects clients' policies and procedures, and follows documented Tyler policies and procedures
• Performs other job-related duties and manages projects created for strategic clients as assigned
• Continually learn and review new products/technology changes that impact clients and analyze service levels in order to meet the team's service goals.
• Communicate installed client needs and understand the competing needs that come from Sales and Implementation. Work with other departments to meet the requirements of installed clients.
• Artfully balance the clients' individual needs with company goals and effectively negotiate with clients based on company decisions and policies.
• Take ownership for troubleshooting and resolving client issues outside direct area of responsibility.
• Demonstrate the ability to use management principles (planning, organizing, directing, developing and supervising) to build a team able to provide service that consistently illustrates a strong work ethic and respect for the client.
• Utilize resources to best support installed clients and develop services to reduce calls and/or increase employee productivity.
• Model desired organizational behavior as defined in the company values and leadership competencies.
• Cultivate, support and promote an organizational culture that provides for high performance, high morale, integrity, and teamwork.

Kenntnisse

Team leadership

Conflict resolution

Prioritization

Communication skills

Customer service mindset

Travel flexibility

Tyler software expertise

Ausbildung

BS/BA degree or equivalent

Jobbeschreibung

Tyler Technologies, Inc. is seeking a Software Support Manager to direct and implement policies ensuring Tyler software product support. The goal is to build a capable workforce that delivers a positive client experience within Client Services.

The role oversees service levels, supervises staff, and collaborates with Development, Implementations, and Consulting Services to address client needs. Responsibilities include managing performance, hiring, mentoring, reporting, and driving strategic