Client Success Manager

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.

Responsibilities

• Develops and maintains an excellent relationship with assigned clients at the highest levels.
• Responsible for working with Product Owners/Managers, Regional Sales Directors, and Implementation Managers to develop a post-implementation vision for clients.
• Measure and report regularly on client health.
• Develop client success plans to identify areas of improvement and reduce the consumption gap for features.
• Responsible for regular communication and periodic site visits.
• Document and advise clients on best practices.
• Serve as a point of contact for client escalations.
• Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.

Coordinate with Support Managers to conduct periodic reviews (including but not limited to)

Configuration auditing

State reporting verification

System health check

Data backup and recovery review

SLA compliance

Manage highly complex and strategic accounts without missing deadlines or client commitments.

Demonstrate extensive latitude for independent judgment and decision-making.

Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.

Demonstrate the ability to achieve results without having direct control of the resources.

Build rapport with executive-level clients and employees while actively influencing events and negotiating differences to achieve project goals.

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.

Understand contract terms for the client.

Collaborate with client and/or Tyler resources to solve complex business issues.

Demonstrate product expertise.

Qualifications

College Degree

• Prior software implementation experience
• CSM/product experience

Communication

Patience

• Presentation/public speaking
• Time management/organization
• Willingness to learn
• Ability to research complex processes