Client Experience Manager
Tyler TechnologiesBillings, MT
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Overview
Schedule
Full-time
Career level
Director
Remote
On-site
Benefits
Career Development
Job Description
Description
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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FAQs About Client Experience Manager Jobs at Tyler Technologies
What is the work location for this position at Tyler Technologies?
This job at Tyler Technologies is located in Billings, MT, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Tyler Technologies?
Employer has not shared pay details for this role.
What employment applies to this position at Tyler Technologies?
Tyler Technologies lists this role as a Full-time position.
What experience level is required for this role at Tyler Technologies?
Tyler Technologies is looking for a candidate with "Director" experience level.
What benefits are offered by Tyler Technologies for this role?
Tyler Technologies offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Tyler Technologies?
You can apply for this role at Tyler Technologies either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.