About this role
About the Role The Client Experience Manager leads a cross-functional team to transform support into client success and owns the regional client experience, focusing on engagement, growth, and performance. What You'll Do
- Own and improve 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 on critical issues, roadmap items, and new features.
- Surface product gaps, friction points, and enhancement opportunities to internal teams; serve as a high-level escalation path for client concerns.
- Champion the client experience, reinforcing Tyler’s value in conversations with clients and internal stakeholders; step in to handle incidents during high-volume periods.
- Monitor regional call trends, case volumes, and support backlogs; ensure SLA achievement and appropriate resource coverage; identify staffing needs or workflow adjustments.
- Collaborate with regional managers to share best practices and align on enterprise client strategies; track and report on NPS, eSAT, and operational KPIs.
- Ensure regional feedback processes defined by the Director of Client Operations are followed. What We're Looking For
- 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. Nice to Have
- Experience leading cross-functional client support teams in a SaaS or ERP environment. Compensation & Benefits
- Salary will generally fall between $51,035 - $65,000 before adjustment for geographic differences.
- Competitive benefits; details available during the application process.