Client Success Manager

Description

Client Success Manager, Municipal Justice

The Client Success Manager is responsible for proactive relationship management with an assigned client base of municipal courts, ensuring continuous improvement goals are met, critical issues are addressed, and exceptional service is delivered throughout the client lifecycle. The ideal candidate is a driven professional with a proactive, positive "get it done" attitude and a diverse mix of skills in communication, account management, analytics, project management, process improvement, and customer service. Experience working with municipal courts or local government agencies is highly preferred.

Key Responsibilities:

• Proactively communicate and collaborate with assigned municipal court clients to understand and analyze their needs, current statuses, and any ongoing challenges, ensuring alignment with their operational and strategic goals.
• Coordinate cross-functional resources (Support, Sales, Development, Product, Implementation) to resolve client issues and support court-specific needs efficiently.
• Demonstrate agility in decision-making, incorporating new information quickly and keeping relevant stakeholders informed of rapidly occurring developments.
• Conduct regular check-ins (weekly, bi-weekly, or monthly, based on client needs) to address concerns, provide updates, and drive issue resolution.
• Collaborate with internal teams to ensure seamless communication and coordination before, during, and after client visits and user group meetings, with a focus on the municipal court environment.
• Manage post-visit activities, including documentation and follow-ups, ensuring municipal courts receive timely and relevant support.
• Maintain accurate records and reports for expenses, client attendance, and other relevant metrics.
• Simultaneously engage in multiple initiatives, prioritizing tasks to best serve the needs of municipal court clients.
• Align with Product Owners and meet regularly to stay informed on product roadmaps, with an emphasis on features that benefit municipal court operations.
• Document and advise clients on operational best practices tailored to the unique requirements of municipal courts.
• Perform other client success tasks as needed to support the overall success of the department.
• Represent Tyler Technologies positively, both internally and within the local government communities served.

Requirements:

• Up to 50% travel, primarily to municipal court sites and related events.
• An entrepreneurial spirit and a proactive, solutions-oriented mindset.
• Excellent planning and organizational skills, with strong follow-through to ensure task completion.
• Proven problem-solving abilities and composure in high-pressure situations, particularly within the public sector.
• Self-motivated and capable of working independently or as part of a team.
• Outstanding interpersonal skills, including verbal and written communication, teamwork, and customer service.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to assess the urgency of client issues and prioritize accordingly, considering the specific needs of municipal courts.
• Maintain composure under pressure while working effectively both independently and collaboratively.

Preferred Qualifications:

• BS/BA degree in a related field or equivalent experience.
• 2-4 years of customer service/success experience, ideally with municipal courts, local government agencies, or ERP systems designed for court operations.