Client Engagement Lead

Description

The Client Engagement Lead builds strong, value-driven partnerships with assigned clients to ensure their satisfaction, retention, and success. This role is responsible for day-to-day relationship management, driving product adoption, and improving Net Promoter Scores (NPS) by delivering meaningful client outcomes and removing friction in their experience.

Responsibilities

Client Partnership & Retention

* Own overall client satisfaction, retention, and NPS outcomes

* Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support

* Coordinate with regional teammates to deliver a unified client experience

* Build trusted relationships with assigned clients, acting as their primary point of contact

* Lead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realization

* Develop and maintain tailored Client Success Plans

* Operate in a matrixed environment-balancing strategic guidance from the Director of Client

* Engagement with day-to-day alignment to the Client Experience Manager. Ensure both leaders are informed of client priorities, risks, and outcomes to support a cohesive experience

Product Adoption & Value Realization

* Analyze consumption gaps and help clients expand their product use to achieve specific business goals

* Educate clients on features, updates, and product capabilities to maximize value

* Serve as a product liaison, connecting internal resources to client needs

* Guide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific value

Issue Ownership & Communication

* Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams

* Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry

* Collaborate with Regional team, Development, and Services to track progress and advocate for resolution

* Transparently communicate both challenges and solutions, building trust through honesty and follow-through

* Step in to handle support incidents as needed, especially during high-volume periods

Client Advocacy & Feedback

* Actively rack and improve assigned clients' NPS performance through relationship building, issue resolution, and value delivery

* Use NPS data to inform outreach plans and success strategy adjustments

* Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler's solutions provide

* Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning

* Share real stories of how other clients have solved similar problems or achieved specific goals with our tools

Client Health & Risk Awareness

* Monitor client health scores and identify early indicators of churn or dissatisfaction

* Track client engagement and usage trends to adjust success strategies accordingly

* Proactively flag at-risk accounts and collaborate internally to get them back on track

What Success Looks Like

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

* Documented increases in adoption and closed consumption gaps

* All client-reported issues are resolved or escalated with clear, timely communication

* Strong internal reputation as a reliable client advocate and issue owner

* Clear success stories and retained relationships over time

Qualifications

* 2+ years in customer success, support, or implementation

* Strong communication and follow-through with both clients and internal teams

* Accountability mindset: sees issues through to resolution and keeps clients informed

* Skilled at analyzing client behavior, identifying trends, and driving improvements

* Comfortable managing multiple clients and priorities simultaneously