Top 6 Customer support & client services managers Jobs in Bangor, Me

Client Experience Manager
Tyler Technologies —Orono, ME
- $66,585 - $75,000 a year
- ERP systems
- Senior level
- Leadership
Quick Apply
7d
Customer Service - Manager
LSI Industries, Inc. —Bangor, ME
- Full-time
- Mid-level
- Organizational skills
- No travel
- Health insurance
- Dental insurance
Quick Apply

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Client Experience Manager

Tyler Technologies -
Orono, ME

Quick Apply

Job Details

$66,585 - $75,000 a year
7 days ago

Qualifications

Customer communication
Team member evaluation
Customer relationship building
Managing teams in a customer support role
Employee engagement program (employee development activity)
Coaching
Customer satisfaction tracking
ERP systems
Employee engagement strategy
Employee relationship building
Performance feedback (performance evaluation method)
Incident Escalation
Frontline customer support management
Managing clients in a customer support role
Team development
Professional development support
Client retention
Task prioritization
Team training
Customer engagement
SaaS platforms
Leading team collaboration initiatives
Management reporting
Customer success strategy
Talent career development
Employee engagement
Senior level
SaaS
Cross-functional team management
Leadership

Full Job Description

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.

Their mission: drive extraordinary client and employee experiences. This includes owning the Net Promoter Score (NPS) for their assigned region and fostering high employee satisfaction (eSAT) within their team. They act as both a strategic leader and a tactical support partner—ensuring clients feel supported, heard, and delighted, while employees feel empowered, challenged, and connected.
This is a formal people leader position.

Responsibilities

Client Outcomes & Advocacy

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.

People Leadership

Directly manage and develop a regional team of individuals including:
Client Experience Champions
Client Engagement Leads or Managers or Strategic Engagement Managers
Learning Enablement Coaches
Conduct regular 1:1s, career development planning, and performance reviews.
Foster a high-trust, high-performance team culture rooted in transparency, ownership, and continuous growth
Actively coach team members on handling escalations, improving call quality, and deepening client relationships

Operational Oversight

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.

Employee Engagement & Enablement

Own the employee satisfaction and engagement for your regional team.
Partner with Learning Enablement Coaches to ensure training is timely, targeted, and effective.
Support a culture of open feedback, recognition, and accountability.
Serve as a role model for transparent communication—owning mistakes and showing others how to recover from them with integrity and follow-through.

What Success Looks Like

Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
Your team is highly engaged, supported, and performing at or above expectations.
Proactive client outreach is happening consistently—not just reactive support.
Your team members are growing in capability, confidence, and influence.
Regional themes and client needs are regularly synthesized and shared with product, support, and leadership stakeholders.

Qualifications

Strong understanding of support operations, client lifecycle, and feedback systems (NPS, eSAT)
Ability to coach others in client communication, troubleshooting, and service recovery
Excellent communication, prioritization, and problem-solving skills
Familiarity with ERP systems, local government software, or SaaS environments is a plus

Quick Apply

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