The Client Success Manager is responsible for driving post-implementation client success, satisfaction, adoption, and retention. Serving as the primary strategic contact after go-live, this role partners with clients to maximize the value of Tyler solutions, proactively address challenges, promote best practices, and ensure long-term client health through ongoing relationship management, business reviews, and cross-functional collaboration.
Client Success Managers are considered product experts and connect the product/sales/engineer teams to the client. They are expected to build rapport and work with clients to understand their wants/needs and identify solutions to difficult problems.
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Develops and maintains an excellent relationship with assigned clients at the highest levels.
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Responsible for working with Product Owners/Managers, Regional Sales Directors, and Implementation Managers to develop a post-implementation vision for clients.
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Measure and report regularly on client health.
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Develop client success plans to identify areas of improvement and reduce the consumption gap for features.
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Responsible for regular communication and periodic site visits.
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Document and advise clients on best practices.
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Serve as a point of contact for client escalations.
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Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
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Coordinate with Support Managers to conduct periodic reviews (including but not limited to):
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Configuration auditing
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State reporting verification
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System health check
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Data backup and recovery review
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SLA compliance
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Manage highly complex and strategic accounts without missing deadlines or client commitments.
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Demonstrate extensive latitude for independent judgment and decision-making.
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Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
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Demonstrate the ability to achieve results without having direct control of the resources.
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Build rapport with executive-level clients and employees while actively influencing events and negotiating differences to achieve project goals.
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Identify 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.
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Understand contract terms for the client.
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Collaborate with client and/or Tyler resources to solve complex business issues.
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Demonstrate product expertise.
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College Degree
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Prior software implementation experience
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CSM/product experience
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Communication
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Patience
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Presentation/public speaking
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Time management/organization
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Willingness to learn
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Ability to research complex processes
