Software Support Manager — Lead Client Services & Team Excellence

Tyler Technologies, Inc.; Overland Park (KS); À distance; USD 67 000 - 88 000; Plein temps

Résumé du poste

Tyler Technologies, Inc. is seeking a Software Support Manager to direct the Client Services Department, ensuring high service levels and a positive client experience across Tyler software products.

The role demands leadership of a skilled team, collaboration with Development and Implementation teams, and the ability to translate client needs into action while maintaining Tyler’s policies and goals.

Qualifications

• BS/BA degree 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.
• Demonstrated positive attitude and aptitude for service.

Responsabilités

• 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 performance issues immediately through meetings and written communication.
• Provide regular reviews to each employee in writing and follow up with individuals on improvement.
• Mentor Team Leads and oversee training programs for the team.
• Interview and hire new employees; monitor training needs and progress.
• Monitors and improves monthly performance metrics; contributes to departmental plans.
• Respond to escalated client issues and negotiate solutions; review product changes with Software Development.
• Work with department managers to improve Tyler’s services and procedures.

Connaissances

Leadership

People management

Customer service

Communication

Cross-functional

Project management

Mentoring

Formation

BS/BA degree or equivalent

Outils

Tyler software products

Description du poste

Tyler Technologies, Inc. is seeking a Software Support Manager to direct the Client Services Department, ensuring high service levels and a positive client experience across Tyler software products.

The role demands leadership of a skilled team, collaboration with Development and Implementation teams, and the ability to translate client needs into action while maintaining Tyler’s policies and goals.