Client Experience Manager

Experience Required

None

Minimum Education Required

High School Diploma/G.E.D.

Compensation

$ / yearly

Hours Per Week

40

Number Of Positions

1

Job Description

Client Experience Manager

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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.

Location

Billings, Montana | Lawrenceville, Georgia | Latham, New York | Lubbock, Texas | Pittsburgh, Pennsylvania

Travel

10-25%

Responsibilities

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.

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 teams to share best practices and align on enterprise client strategies.

Track and report on team and regional performance-including NPS, CSAT, and operational KPIs.

Ensure all team members follow the regional feedback processes

Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback

Proactive client outreach is happening consistently-not just reactive support.

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, CSAT, CES)

Excellent communication, prioritization, and problem-solving skills

Familiarity with ERP systems, local government software, or SaaS environments is a plus

Ability to travel 10-25% annually

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $51,035 - $65,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

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Requisition Number:2026-9298

#INDSS

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.

Is this a registered apprenticeship?

False

Place of Work

On-site

Requisition ID

1025c94eed4f74c88b0a8842d16e35a01ad6a130

Job Type

Full Time