Software Support Account Manager

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As a Software Support Account Manager, you will play a crucial role in providing dedicated Software Support and act as a liaison between Tyler, County IT, and County End Users.  A Software Support Account Manager will ensure timely resolutions of easy-moderate client software issues through data analysis and functionality troubleshooting.  As the dedicated point of contact for the client you will become an advocate for our client and work closely with them to understand their needs, address their concerns, and facilitate effective communication between our client and our internal teams.  The Software Support Account Manager is a dedicated face of Tyler Technologies for our clients and works hand in hand daily to impact client satisfaction, retention and revenue growth.  This position is responsible for maintaining relationships with all levels of the client organization.  By developing a positive client relationship, this position can also increase sales by providing positive reference for potential clients and helping them set a vision for their organization. The Software Support Account Manager handles Software Support issues that are easily resolved.  As the incumbent gains knowledge the complexity of issues may increase towards a more moderate level of difficulty.

Responsibilites

•  Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
• Analyzes data reports, forms, and web technologies.
• Uses and programs SQL to resolve basic to moderate issues.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• May assist with writing estimates for software modification specifications and documentation of support processes.
• May submit client issues to development team for resolution as needed.
  •    Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
  •    May provide training to client end-users.
  •    Creates or enhances documentation throughout the support process.
  •    Contributes to company knowledge library and/or Tyler Community.
  •    May participate in Early Adopter activities.
  •    May participate in User Group meetings and activities.
  •    Commits to expanding technological skills and knowledge of the Tyler products.
  •    Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
  •    Build and maintain strong relationships with clients, serving as their main point of contact and trusted advisor.
  •    Conduct thorough assessments of client needs and requirements, understanding their technological goals and challenges.
  •    Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
  •    Facilitate clear and timely communication between the client and internal teams, ensuring that information flows effectively between both parties.
  •    Act as a passionate advocate for our clients within the organization, ensuring their needs and concerns are addressed promptly and effectively
  •    Work with all customer service departments to ensure client needs are addressed.
  •    Collect and analyze client feedback to identify trends, areas for improvement, and opportunities to enhance client satisfaction and loyalty.
  •    Demonstrate a thorough understanding of key product areas that are most impactful to your client.
  •    Demonstrate a thorough understanding of client environments and infrastructure
  •    Execute successful release management of customer environments, guiding customers via regression testing plans and conducting release planning meetings for user readiness
  •    Foster long term relationships with key client base and decision makers
  •    Align with Client Executives and meet regularly to understand client roadmap
  •    Drive proactive account management activities
  •    Build rapport with clients and employees while actively influencing events and negotiating differences to achieve project goals.
  •    Demonstrate the latitude for independent judgment and decision making with little to no guidance
  •    Demonstrate ability to manage strategic account with little to no supervision.
  •    Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
  •    Demonstrate the ability to achieve results without having direct control of the resources.
  •    Understand contract terms for the client.
  •    Demonstrate the ability to apply fundamentals of project management best practices to daily activities.
  •    Serves as point of contact for client escalations and all client communications.
  •    Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
  •    Manages service level agreements (SLA) compliance.
  •    Performs other duties as assigned.
• •    Communicate professionally, clearly, and appropriately with clients and coworkers.
  •    Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
  •    Solve problems effectively in an ever-evolving environment.
  •    Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
  •    Maintain composure under pressure.
  •    Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  •    Work effectively both independently and in a team-oriented environment.
  •    Effectively utilize available resources.
  •    Accurately record all details and progress in incident tracking system(s).
  •    Proactively improve knowledge and develop analytical and technical skills.
  •    Display a strong technical aptitude and the ability to quickly grasp and articulate complex technical concepts.
  •    Demonstrate the ability to build rapport and establish trust with clients. 
  •    Demonstrate exceptional organizational and time management skills, with the ability to handle multiple clients and tasks simultaneously.

Qualifications

Work with our technology-driven solutions for property assessment and tax software and mass appraisal services. From data collection to computer-assisted mass appraisal to tax billing and collections, you can help develop property and recording solutions for the public sector.

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Requisition Number:2024-5189