Client Engagement Lead

Client Engagement Lead

Human readable job 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.

Location: Lubbock, Texas | Lakewood, Colorado | Billings, Montana | Orono, Maine

Travel: 0-5%

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 ClientEngagement 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