Remote Software Support Manager

Tyler Technologies, Inc.; Idalou (TX); Remote; USD 67,000 - 88,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Software Support Manager to direct and implement policies for client support across Tyler software products. You will lead a professional team, coordinate with Software Development, Implementation, and Consulting Services, and ensure high service levels and client satisfaction.

The role emphasizes timely escalation handling, staff development, and collaboration across departments to improve services, products, and client implementations. Travel is expected.

Qualifications

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

Responsibilities

• 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.

Skills

Team leadership

Client service management

Conflict resolution

Multi-tasking

Interpersonal communication

Willingness to travel

Education

BS/BA degree

Job description

Tyler Technologies, Inc. is seeking a Software Support Manager to direct and implement policies for client support across Tyler software products. You will lead a professional team, coordinate with Software Development, Implementation, and Consulting Services, and ensure high service levels and client satisfaction.

The role emphasizes timely escalation handling, staff development, and collaboration across departments to improve services, products, and client implementations. Travel is expected.