Client Experience Team Lead

Apply Online

We are seeking a dedicated and driven Team Leader to oversee and support our talented team of client support professionals within the School ERP Pro team. In this pivotal role, you will be responsible for ensuring the seamless delivery of exceptional customer service while guiding a team to effectively manage client experience, resolve issues, and enhance client satisfaction. The ideal candidate will possess strong leadership abilities, excellent communication skills, and a passion for customer success.
 
 

Responsibilities

  • Leadership & Team Coordination: Lead a team of support professionals to provide exceptional service to clients using the School ERP Pro Suite. Ensure that team members have the resources and guidance needed to resolve complex client issues.
  • Client Relationship Management: Proactively communicate with clients to understand their needs, assess issues, and track the status of ongoing cases. Conduct regular check-ins (weekly, bi-weekly, or monthly) to ensure clients’ needs are met and issues are addressed promptly.
  • Cross-Functional Collaboration: Coordinate with various departments, including Sales, Development, Product, and Implementation, to resolve client issues and provide comprehensive solutions. Act as the key point of contact for cross-functional communication to ensure timely resolution of problems.
  • Problem Solving & Decision Making: Demonstrate strong decision-making skills by quickly analyzing and addressing client concerns, providing solutions, and maintaining a calm and composed demeanor in high-pressure situations.
  • Operational Efficiency & Best Practices: Document and advise clients on best practices for operational success, helping them to maximize the value of their ERP solution. Continuously evaluate and improve internal processes to ensure optimal client experience.
  • Product Knowledge & Roadmap Alignment: Stay up-to-date with the product roadmap and align team efforts with product owners to ensure client feedback and needs are communicated and addressed in product development cycles.
  • Client Success Initiatives: Lead initiatives designed to improve client satisfaction, retention, and overall success. Ensure that team members engage with clients proactively and professionally.
  • Team Development & Coaching: Provide leadership, mentorship, and training to support professionals, fostering a high-performing and collaborative team culture.
  • Represent Tyler Technologies: Serve as an ambassador for Tyler Technologies, upholding the company’s values and fostering strong relationships with both internal teams and external clients.

Qualifications

  • Education: Bachelor’s degree (BS/BA) in a related field or equivalent work experience.
  • Experience: 2-4 years of experience in customer service or client success, with a demonstrated ability to manage teams and handle complex client issues.
  • Leadership Skills: Strong leadership abilities, with a track record of managing, motivating, and developing teams to achieve goals.
  • Client-Centric: Exceptional interpersonal skills, with the ability to build strong, lasting relationships with clients and internal stakeholders.
  • Problem-Solving: Strong analytical and problem-solving skills, with the ability to make decisions quickly and effectively under pressure.
  • Communication: Excellent verbal and written communication skills, with the ability to convey complex technical information to both technical and non-technical audiences.
  • Organizational Skills: Superior planning, organizational, and time management skills, with a strong ability to handle multiple initiatives simultaneously.
  • Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Experience with ERP systems or other enterprise software is a plus.
  • Self-Motivated & Results-Oriented: Ability to work independently, take initiative, and drive outcomes with minimal supervision
  • Experience with Tyler Technologies' School ERP Pro product or other similar software product is a plus
  • Familiarity with project management tools or customer support systems.
  • Knowledge of the public sector, specifically schools or government entities, is a plus.

Location

Manila, Philippines

Travel

0-5%

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Apply Online

Requisition Number:2024-5643


Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
spacer module is 50px
Didn’t find what you’re looking for?

Start your search again

spacer module is 27px
SCAM ALERT

Don't be fooled by criminals making false employment offers, requesting personal and financial information, or impersonating Tyler management. In our recruiting practice, we do not …

  • Extend job offers to candidates we have never spoken with on the phone or in-person
  • Request financial information from candidates
  • Offer jobs through chat rooms, meetups, or hangouts

If you feel you may have been in contact with someone falsely representing Tyler, please contact info@tylertech.com immediately and provide us with as much information as possible about the exchange. If you opened or clicked on any links or attachments within a suspicious job offer, we recommend running a full antivirus scan on your computer to make sure no malware was downloaded.

spacer module is 25px
Get to Know Our Tyler Family

At Tyler, team members are valued and encouraged to innovate, while having fun along the way. Join us and see why we love working here.

Meet our Tyler family
Meaningful Work, Valuable Benefits

To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.

Check out our benefits
Why Work at Tyler?

While committed to serving the public sector, we’re also dedicated to investing in our people. Be a part of our passionate community where you can grow.

Come work with us
Upcoming Job Fairs & Recruiting Events

Interested in learning more about what it's like to be a part of our team? Our recruiting team would love to meet you at an upcoming event in your area or virtually.

See our hiring events