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Open nowPosted 11 days ago

Client Experience Manager

Tyler Technologies376 open roles

Where
Lubbock, TX, United States
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Your applicationOpen nowClient Experience ManagerTyler Technologies · Lubbock, TX, United States

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 11 days ago

The posting

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.

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
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