Tyler Technologies - Plano, TX

posted 3 months ago

Full-time - Mid Level
Plano, TX
Professional, Scientific, and Technical Services

About the position

The Client Success Account Manager at Tyler Technologies plays a crucial role in ensuring that the company's post-implementation customer base receives exceptional service and support. This position is focused on proactive relationship management, aiming to meet continuous improvement goals and address critical client situations effectively. The Client Success Team is dedicated to protecting the installed base of clients while also expanding Tyler's presence within that base. The Account Manager will work closely with Client Executives to align on Continuous Improvement strategies, ensuring that clients transition smoothly from Professional Services to Support and remain referenceable throughout their relationship with Tyler. In this role, the Account Manager will manage client projects as outlined in the Continuous Improvement Client Roadmap. This includes advising clients on operational best practices such as Help Desk operations, disaster recovery, and business process changes. A deep understanding of each client's specific business processes and key product areas is essential to help clients achieve their business objectives. The Account Manager will also be responsible for executing successful release management of customer environments, guiding clients through regression testing plans, and conducting release planning meetings to ensure user readiness. The position requires the identification of systemic drivers of customer dissatisfaction, recommending solutions to internal teams, and fostering long-term relationships with key decision-makers. The Account Manager will manage multiple strategic accounts, ensuring that deadlines and client commitments are met without supervision. Regular proactive communication with clients is vital, including scheduled and ad-hoc meetings to address current issues and projects. The Account Manager will serve as the point of contact for client escalations and conduct periodic account reviews, including configuration audits, system health checks, and trend analysis. Additionally, the role may involve assisting Professional Services and Sales with contract renewals and add-on sales opportunities, as well as providing guidance to less-experienced team members.

Responsibilities

  • Manages client projects as defined by the Continuous Improvement Client Roadmap.
  • Advises clients on operational best practices (Help Desk, Sev 1, Business Process Changes, Disaster Recovery, etc.).
  • Demonstrates a thorough understanding of client-specific business processes to help clients meet their business objectives.
  • Demonstrates a thorough understanding of key product areas that are most impactful to clients.
  • Executes successful release management of customer environments, guiding customers via regression testing plans and conducting release planning meetings for user readiness.
  • Identifies systemic drivers of customer dissatisfaction and recommends solutions to appropriate internal Tyler teams.
  • Fosters long-term relationships with key client base and decision makers.
  • Aligns with Client Executives and meets regularly to understand client roadmap.
  • Drives proactive account management activities.
  • Manages multiple activities within multiple strategic accounts without missing deadlines or client commitments.
  • Builds rapport with clients and employees while actively influencing events and negotiating differences to achieve project goals.
  • Demonstrates the latitude for independent judgment and decision making with little to no guidance.
  • Manages strategic accounts with little to no supervision.
  • Incorporates new information, makes quick decisions, and keeps appropriate people informed of rapidly occurring developments.
  • Achieves results without having direct control of the resources.
  • Understands contract terms for the client.
  • Applies fundamentals of project management best practices to daily activities.
  • Responsible for regular proactive communication - regularly scheduled and ad-hoc phone meetings to manage current issues and projects.
  • Serves as point of contact for client escalations.
  • Conducts periodic account reviews (including but not limited to): Configuration auditing, State reporting verification, System health check, Data backup and recovery review, Trend Analysis.
  • Proactively reviews client issues & recommends training plans for post go live training.
  • Actively contributes back to other Tyler departments by sharing best practices and process improvements.
  • May assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
  • May provide guidance to less-experienced team members.
  • Manages service level agreements (SLA) compliance.

Requirements

  • BS/BA degree in related field or equivalent experience is desired.
  • A minimum of 5 years of experience managing client accounts or software implementations.
  • Typically 3-5 years of experience implementing or supporting Odyssey C&J Products.
  • Software life cycle knowledge strongly preferred.
  • Excellent planning and organizational skills, with the ability to follow through until processes are completed.
  • Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.
  • Proficiency using computers and exposure to IT infrastructure components required.
  • Strong decision-making and problem-solving skills.
  • Strong analytical ability, particularly in a technical environment.
  • Proficient in Microsoft Word, Excel, and PowerPoint.
  • Exceptional conflict management skills.
  • Ability to travel required.
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