Client Success Executive

Location

Overland Park, Kansas

Travel

0-5%

Responsibilities

• Serve as the primary day-to-day contact for clients for updates and escalations, helping to drive resolution of issues
• Facilitate information flow in regularly scheduled and ad-hoc meetings to manage issues and projects with clients
• Advocate client’s goals and positively influence client and Tyler alignment
• Establish knowledge of client business processes that ultimately helps clients meet their business objectives
• Demonstrate an understanding of key product areas that are most impactful to your client
• Foster long-term relationships with key client base and decision makers
• Build rapport with clients and Tyler employees while actively influencing events and negotiating differences to achieve goals
• Analyze data and trends to identify process and relationship improvement opportunities
• Proactively review client issues & recommend training plans for post go live training
• Track customer health metrics and communicate insights to internal leadership
• Work with Implementation to ensure a smooth onboarding experience for new clients
• Assist with developing presentations, reports, and communications to distribute or present to clients
• Partner with Implementation, Product, Development, and Support teams to advocate for clients to ensure their experiences with Tyler exceed expectations and deliver tangible results
• Align with Client Executives and meet regularly to understand client roadmap
• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments
• Actively contribute back to other internal departments by sharing best practices and process improvements
• Demonstrate comprehension and promote awareness of contractual requirements, SLAs, and Tyler’s delivery accountability
• Document and advise clients on operational best practices
• Manage service level agreements compliance in partnership with product team
• Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales
• Ability to travel as needed
• Other duties as assigned

 Qualifications

• Bachelor's degree or equivalent professional experience
• 2-4 years experience in client relationship management
• Track record of building and developing trusted relationships
• Excellent written and verbal communication skills
• Ability to persuade and influence without direct authority
• Strong presentation and facilitation skills, including advanced oral, written, and interpersonal communication skills
• Excellent customer service skills and comfortable interacting directly key stakeholders
• Strong organizational skills and ability to follow-through
• Ability to manage accounts strategically with little to no supervision
• Experience with project management, software life cycle, and IT infrastructure preferred
• 5+ years of experience in account management, sales, or customer service
• In-depth knowledge of the industry and market trends
• Network of contacts within the industry