Scope and Impact (Accountability)
The scope and impact of the Senior Client Executive is considerable. They are responsible for a portfolio of accounts, with a focus on maintaining relationships at the executive level for those
accounts. They are additionally expected to impact accounts beyond their portfolio, with a focus on improving the customer experience and internal processes.
Senior Client Executives are accountable for the health and satisfaction of their portfolio. By developing positive client relationships, this position can increase sales and profitability by providing positive reference for prospects and minimizing time and cost involved in supporting existing clients. In the course of expanding existing client capabilities to increase satisfaction, opportunities for add-on sales are created.
Complexity
The Senior Client Executive must be able to:
· Manage highly complex and strategic accounts without missing deadlines or client commitments.
· Demonstrate extensive latitude for independent judgment and decision making.
· 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.
· Develop and deliver presentations for both internal and external audiences. The audience range should include Sr. Level Leadership, IT professionals, internal management, staff, and customer end-users.
· Demonstrates the ability to apply fundamentals of project management best practices to daily activities.
· Demonstrate an understanding of client specific configuration/functionality/infrastructure.
· Build rapport with executive level clients and employees while actively influencing events and negotiating differences to achieve project goals.
· Identify key influencers and decision makers such as Chief Information Officers, IT Directors, Finance Directors, Clerk of Court, City/County Clerk, Assessors, Development Directors, Police
Chief, etc.
· Understand, manage, and mitigate situations involving both technical and political drivers.
· Work effectively with Tyler leadership to accomplish the goals and objectives of the division and the client.
· Understand contract terms for the client.
· Collaborate with client and/or Tyler resources to solve complex business issues.
· Demonstrate expertise in both current product portfolio and future product vision.
· Be a leader in assigned territory, understanding legislative changes, client business processes, and representing Tyler at conferences.
· Act as a mentor for other Tyler Client Success staff members.