Customer Success Manager

For The Record Account Management Professional

This position is part of For The Record, which delivers transcription and court-reporting support services as a business unit of Tyler Technologies. For The Record is seeking an experienced relationship and account management professional to lead the management of a portfolio of our key US-based customers. As our business continues to grow and we introduce AI-based innovative technologies, we are looking for the right person to solidify our existing customer base and expand on current opportunities.

Responsibilities

Relationship Management

• Manage and nurture relationships with key stakeholders within the contracted customer base, fostering positive and mutually beneficial connections. This includes regular client visits and providing updates on our product roadmap.
• Establish strong connections with stakeholders at various levels to understand the customers' needs. Work closely with key decision-makers and end-users, serving as the customer's advocate within the organization.

Contract Management

• Develop and execute comprehensive, strategic contract management plans, meticulously defining and measuring performance objectives, financial targets, and critical milestones. Your dedication to ensuring the success of each contract will be instrumental in fostering long-lasting partnerships.
• Thoroughly communicate contractual obligations to internal stakeholders and business units, ensuring a seamless alignment between our commitments and actions. Your expertise will guarantee that the company operates flawlessly in accordance with contractual requirements.
• Present regular, concise, and accurate reports to management, providing crucial insights and updates on contract performance. By staying on top of key metrics and progress, you will play a pivotal role in shaping strategic decisions.
• Proactively identify, develop, and report on new business opportunities within each contract, leveraging your strategic vision to unlock untapped potential and drive further growth.
• Effectively secure and manage contract renewals
• Document and escalate product issues, bugs, or enhancement requests to the appropriate teams for resolution or future development.

Issues Resolution

• Demonstrate exceptional problem-solving skills to swiftly address any challenges that arise, ensuring minimal disruption to our valued customers. Communicate issues and resolutions proactively, both internally and externally, exemplifying our commitment to providing exceptional support and service.

Collaborate seamlessly with all internal business units, including sales, implementation, project management, product development, support, and marketing. Your goal is to drive efficient issue resolution in order to elevate the customer experience.

Qualifications

Essential Skills and Experience

• 5+ years of account management and stakeholder engagement experience.
• Experience within the justice system and courtroom environments is preferred.
• Strong customer-focused mindset with excellent relationship management and stakeholder engagement skills.
• Highly organized, flexible, and capable of managing multiple competing priorities.
• Exceptional communication and writing skills, with polished public speaking abilities.
• Excellent problem-solving skills with a high level of business acumen.
• Exceptional interpersonal skills and a high level of emotional intelligence.
• Strong work ethic and ability to work autonomously with initiative.
• Ability to build rapport and influence internal and external stakeholders.
• Exceptional attention to detail.

Desirable Skills and Experience

• Technical background in audio/video is highly desirable.
• Experience working with cloud technologies and natural language processing.
• Experience in developing and managing strategic partnerships.
• Experience writing, coordinating, and responding to tenders.
• Experience with contract negotiation.
• Experience collaborating with external partners.

This role supports client environments (including state and court systems), you may be required to pass one or more client-specific background or security checks (which can include federal and/or state-level screenings).