Software Support Manager - Client Success Lead

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

Job summary

Tyler Technologies, Inc. seeks a Software Support Manager to direct policies and procedures for the Client Services Department, ensuring a pleasant and beneficial client experience and high service levels.

You will supervise the team, mentor leads, collaborate with Software Development, and partner with Implementation and Consulting Services to support customers and improve Tyler's services. Willingness to travel up to 25% is preferred and remote options are available.

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 travel preferred (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

Skills

Team leadership

Customer service orientation

Conflict management

Verbal and written communication

Travel flexibility

Education

BS/BA degree or equivalent work experience

Tools

Tyler software products

Job description

Tyler Technologies, Inc. seeks a Software Support Manager to direct policies and procedures for the Client Services Department, ensuring a pleasant and beneficial client experience and high service levels.

You will supervise the team, mentor leads, collaborate with Software Development, and partner with Implementation and Consulting Services to support customers and improve Tyler's services. Willingness to travel up to 25% is preferred and remote options are available.