Client Success Account Manager

Job title: Client Success Account Manager

Responsibilities

• Manages client projects as defined by the Continuous Improvement Client Roadmap
• Documents and advises clients on operational best practices (Help Desk, Sev 1, Business Process Changes, Disaster Recovery, etc.)
• Demonstrate a thorough understanding of client specific business processes that ultimately helps clients meet their business objectives.
• Demonstrate a thorough understanding of key product areas that are most impactful to your client.
• Demonstrate a thorough understanding of client environments and infrastructure
• Execute successful release management of customer environments, guiding customers via regression testing plans and conducting release planning meetings for user readiness
• Identify systemic drivers of customer dissatisfaction and recommend solutions to appropriate internal Tyler teams
• Foster long term relationships with key client base and decision makers
• Align with Client Executives and meet regularly to understand client roadmap
• Drive proactive account management activities
• Manage multiple activities within multiple strategic accounts without missing deadlines or client commitments.
• Build rapport with clients and employees while actively influencing events and negotiating differences to achieve project goals.
• Demonstrate the latitude for independent judgment and decision making with little to no guidance
• Demonstrate ability to manage strategic accounts with little to no supervision.
• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
• Demonstrate the ability to achieve results without having direct control of the resources.
• Understand contract terms for the client.
• Demonstrate the ability to apply fundamentals of project management best practices to daily activities.
• Responsible for regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage current issues and projects
• Serves as point of contact for client escalations.
• Conducts periodic account reviews (including but not limited to):
• Configuration auditing
• State reporting verification
• System health check
• Data backup and recovery review
• Trend Analysis
• Proactively reviews client issues & recommends training plans for post go live training.
• Actively contributes back to other Tyler departments by sharing best practices and process improvements.
• May assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
• May provide guidance to less-experienced team members.
• Manages service level agreements (SLA) compliance.

Qualifications

• BS/BA degree in related field or equivalent experience is desired.
• (External) A minimum of 5 years of experience managing client accounts or software implementations.
• (Internal) Typically 3-5 years of experience implementing or supporting Odyssey C&J Products.
• Software life cycle knowledge strongly preferred.
• Excellent planning, organizational skills, and ability to follow-through until process are completed
• Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.
• Proficiency using computers and exposure to IT infrastructure components required.
• Strong decision making and problem-solving skills
• Strong analytical ability, particularly in a technical environment.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Exceptional conflict management skills.
• Ability to travel required
• Ability to work out of our Plano, TX office 3 days a week.
• Required to undergo and satisfactorily pass a fingerprint background check in accordance with CJIS requirements.