Client Manager

Position: Client Experience Manager
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 managers to share best practices and align on enterprise client strategies.

* Track and report on team and regional performance-including NPS, eSAT, and operational KPIs.

* Ensure all team members follow the regional feedback process defined by the Director of Client Operations.

* 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, eSAT)

* 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