Client Experience Manager
Tyler Technologies
Client Experience Manager
The Client Experience Manager plays a pivotal role in transforming support into client success. This leader is directly responsible for the engagement, growth, and performance of a cross-functional team—including Client Experience Champions, Client Engagement Leads/Managers, and Learning Enablement Coaches.
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
- Use NPS data to inform outreach plans and success strategy adjustments
- 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
- Ensure regional teams understand how to communicate product differentiators when managing escalations or sharing best practices
- 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.
- Monitor regional call trends, case volumes, and support backlogs—ensuring appropriate resource coverage and load balancing.
- 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.
Qualifications
- 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
- Ability to travel 10-25% annually
Vacancy posted 9 hours ago
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