Client Success Manager

Responsibilities

• Develops and maintains an excellent relationship with assigned clients at the highest levels.
• Works with Product Owners/Managers, Regional Sales Directors, and Implementation Managers to develop a post-implementation vision for clients.
• Measures and reports regularly on client health.
• Develops client success plans to identify areas of improvement and reduce the consumption gap for features.
• Responsible for regular communication and periodic site visits.
• Documents and advises clients on best practices.
• Serves as a point of contact for client escalations.
• Promotes client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
• Collaborates with Support Managers to conduct periodic reviews (including but not limited to): Configuration auditing, state reporting verification, system health check, data backup and recovery review, SLA compliance.
• Manages highly complex and strategic accounts without missing deadlines or client commitments.
• Demonstrates extensive latitude for independent judgment and decision-making.
• Demonstrates the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
• Demonstrates the ability to achieve results without having direct control of the resources.
• Builds rapport with executive-level clients and employees while actively influencing events and negotiating differences to achieve project goals.
• Identifies 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.
• Understands contract terms for the client.
• Collaborates with client and/or Tyler resources to solve complex business issues.
• Demonstrates product expertise.

Qualifications

• College Degree
• Prior software implementation experience
• CSM/Product experience
• Communication
• Patience
• Presentation/Public speaking
• Time management/Organization
• Willingness to learn
• Ability to research complex processes