Description
Responsibilities
Team Leadership and Employee Development
- Provide daily coaching, mentoring, and operational guidance to CXMs.
- Help team members prioritize client needs, manage commitments, and maintain consistent follow-through.
- Provide real-time feedback, reinforce established processes, and identify individual and team development opportunities.
- Model professional judgment, accountability, effective communication, and proactive problem-solving.
- Support regional leadership in identifying capacity constraints, performance trends, and opportunities for process improvement.
Client Relationship and Portfolio Management
- Maintain strong relationships with assigned clients, serving as a trusted advisor and advocate.
- Monitor client health, engagement activity, open issues, and emerging risks across assigned client portfolios.
- Support proactive client communication, relationship reviews, and appropriate executive engagement.
- Identify patterns across client accounts and help coordinate actions that improve satisfaction, retention, and confidence in Tyler.
- Maintain direct involvement with clients and selected complex or strategic situations.
Escalation Management and Cross-Functional Coordination
- Coordinate the resolution of complex client concerns, ensuring appropriate ownership, communication, and follow-through.
- Partner with Support, Product, Professional Services, and other internal teams to advance issues and remove barriers.
- Help establish priorities when competing client needs require coordinated action.
- Ensure that issues are appropriately tracked, escalated, and managed without unnecessary duplication or loss of accountability.
- Help bridge gaps between client expectations, internal commitments, and organizational capabilities.
Operational Execution and Continuous Improvement
- Assist Regional Managers in translating strategic priorities into clear daily work expectations.
- Review client and operational data to identify aging issues, emerging risks, and improvement opportunities.
- Promote consistent adoption of CRM practices, client documentation standards, and established CX workflows.
- Recommend improvements to processes, training, workload coordination, and client engagement practices.
- Communicate trends, risks, results, and recommendations to regional and senior leadership.
- Contribute to cross-functional initiatives that improve the overall client experience.
Qualifications
- Bachelor's degree in a related field or equivalent relevant experience.
- Three or more years of experience managing client relationships, preferably in enterprise software, SaaS, or a comparable technology environment.
- Demonstrated ability to coach, mentor, or guide colleagues and influence team performance.
- Strong organizational skills, sound judgment, and demonstrated ownership of complex issues.
- Excellent written and verbal communication, conflict resolution, and relationship management skills.
- Strong analytical and problem-solving skills with the ability to use operational data to drive decisions.
- Ability to coordinate effectively across multiple functions and manage competing priorities.
- Proficiency with Microsoft Office applications and customer relationship management systems.
Preferred Qualifications
- Experience working with enterprise ERP or K–12 school administration software.
- Familiarity with financial management, payroll, human resources, or other school business processes.
- Experience in customer success, account management, client experience, or service operations.
- Experience providing frontline team leadership in a technical or client-facing environment.
- Working knowledge of Tyler Technologies products and client-facing business processes.
