Client Experience Manager

Responsibilities

• Own the client experience for the assigned region, with NPS as the primary success metric.
• Actively track and improve clients’ NPS performance through relationship building, issue resolution, and value delivery.
• Regularly engage with clients and oversee communication on critical issues, roadmap items, and new features.
• Understand regional client trends and ensure proactive outreach strategies are in place.
• Surface product gaps, friction points, and enhancement opportunities to internal teams.
• Serve as a high-level escalation path for client concerns that require management handling.
• Consistently highlight Tyler’s unique value in conversations with clients and internal stakeholders.
• Serve as a champion for the client experience—reinforcing where Tyler’s solutions are delivering exceptional outcomes.
• Step in to handle support incidents as needed, especially during high-volume periods.
• Help clients navigate change—whether product updates, cloud transitions, or process shifts—by providing clarity, reassurance, and structured communication.

People Leadership

• Directly manage and develop a regional team of individuals including: Client Experience Champions, Client Engagement Leads/Managers, and Learning Enablement Coaches.
• Conduct regular 1:1s, career development planning, and performance reviews.
• Foster a high-trust, high-performance team culture rooted in transparency, ownership, and continuous growth.
• Actively coach team members on handling escalations, improving call quality, and deepening client relationships.
• Maintain operational oversight by monitoring regional call trends, case volumes, and support backlogs.
• Ensure SLAs are being met and pull in Client Engagement and Learning Enablement team members to assist with incidents as appropriate.
• Identify and act on staffing needs or workflow adjustments to improve service responsiveness.
• Partner with other regional managers to share best practices and align on enterprise client strategies.
• Track and report on team and regional performance—including NPS, eSAT, and operational KPIs.
• Ensure all team members follow the regional feedback process defined by the Director of Client Operations.

Employee Engagement & Enablement

• Own the employee satisfaction and engagement for your regional team.
• Partner with Learning Enablement Coaches to ensure training is timely, targeted, and effective.
• Support a culture of open feedback, recognition, and accountability.
• Serve as a role model for transparent communication—owning mistakes and showing others how to recover from them with integrity and follow-through.

Qualifications

• A strong understanding of support operations, client lifecycle, and feedback systems (NPS, eSAT).
• Excellent communication, prioritization, and problem-solving skills.
• Familiarity with ERP systems, local government software, or SaaS environments is a plus.