Tyler Technologies - Plano, TX
posted 3 months ago
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.