Client Engagement Lead

DescriptionThe Client Engagement Lead builds strong, value-driven partnerships with assigned clients to ensure their satisfaction, retention, and success. This role is responsible for day-to-day relationship management, driving product adoption, and improving Net Promoter Scores (NPS) by delivering meaningful client outcomes and removing friction in their experience.Responsibilities Client Partnership & RetentionOwn overall client satisfaction, retention, and NPS outcomesAct as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and supportCoordinate with regional teammates to deliver a unified client experienceBuild trusted relationships with assigned clients, acting as their primary point of contactLead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realizationDevelop and maintain tailored Client Success PlansOperate in a matrixed environment—balancing strategic guidance from the Director of ClientEngagement with day-to-day alignment to the Client Experience Manager. Ensure both leaders are informed of client priorities, risks, and outcomes to support a cohesive experienceProduct Adoption & Value RealizationAnalyze consumption gaps and help clients expand their product use to achieve specific business goalsEducate clients on features, updates, and product capabilities to maximize valueServe as a product liaison, connecting internal resources to client needsGuide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific valueIssue Ownership & CommunicationTake end-to-end ownership of client-reported issues and questions, even when resolution spans other teamsProvide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiryCollaborate with Regional team, Development, and Services to track progress and advocate for resolutionTransparently communicate both challenges and solutions, building trust through honesty and follow-throughStep in to handle support incidents as needed, especially during high-volume periodsClient Advocacy & Feedback Actively rack and improve assigned clients’ NPS performance through relationship building, issue resolution, and value deliveryUse NPS data to inform outreach plans and success strategy adjustmentsDemonstrate a genuine passion for helping clients succeed and a belief in the value Tyler’s solutions provideConfidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planningShare real stories of how other clients have solved similar problems or achieved specific goals with our toolsClient Health & Risk AwarenessMonitor client health scores and identify early indicators of churn or dissatisfactionTrack client engagement and usage trends to adjust success strategies accordinglyProactively flag at-risk accounts and collaborate internally to get them back on trackWhat Success Looks LikeClients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedbackDocumented increases in adoption and closed consumption gapsAll client-reported issues are resolved or escalated with clear, timely communicationStrong internal reputation as a reliable client advocate and issue ownerClear success stories and retained relationships over timeQualifications 2+ years in customer success, support, or implementationStrong communication and follow-through with both clients and internal teamsAccountability mindset: sees issues through to resolution and keeps clients informedSkilled at analyzing client behavior, identifying trends, and driving improvementsComfortable managing multiple clients and priorities simultaneously