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.
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Own the client experience for the assigned region, with NPS as the primary success metric.
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Actively track and improve clients’ NPS performance through relationship building, issue resolution, and value delivery
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Use NPS data to inform outreach plans and success strategy adjustments
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Regularly engage with clients and oversee communication on critical issues, roadmap items, and new features.
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Understand regional client trends and ensure proactive outreach strategies are in place.
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Surface product gaps, friction points, and enhancement opportunities to internal teams.
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Serve as a high-level escalation path for client concerns that require management handling.
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Consistently highlight Tyler’s unique value in conversations with clients and internal stakeholders
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Ensure regional teams understand how to communicate product differentiators when managing escalations or sharing best practices
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Serve as a champion for the client experience—reinforcing where Tyler’s solutions are delivering exceptional outcomes
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Step in to handle support incidents as needed, especially during high-volume periods
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Help clients navigate change—whether product updates, cloud transitions, or process shifts—by providing clarity, reassurance, and structured communication.
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Monitor regional call trends, case volumes, and support backlogs—ensuring appropriate resource coverage and load balancing.
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Ensure SLAs are being met and pull in Client Engagement and Learning Enablement team members to assist with incidents as appropriate
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Identify and act on staffing needs or workflow adjustments to improve service responsiveness.
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Partner with other regional managers to share best practices and align on enterprise client strategies.
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Track and report on team and regional performance—including NPS, eSAT, and operational KPIs.
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Ensure all team members follow the regional feedback process defined by the Director of Client Operations.
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Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
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Proactive client outreach is happening consistently—not just reactive support.
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Regional themes and client needs are regularly synthesized and shared with product, support, and leadership stakeholders.
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Strong understanding of support operations, client lifecycle, and feedback systems (NPS, eSAT)
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Excellent communication, prioritization, and problem-solving skills
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Familiarity with ERP systems, local government software, or SaaS environments is a plus
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Ability to travel 10-25% annually
