Customer Success Account Manager, eFile & Serve

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The Client Success Account Manager will be assigned a customer base and will be responsible for providing ongoing service to clients (on site, as required) to ensure service goals are met and that clients receive exceptional support.


Responsibilities

 

  • Works with clients to set clear, realistic expectations, and deliverables throughout the development of a support account plan; then executes against the plan through proactive work on the objectives.

  • Responsible for regular proactive communication – regularly scheduled and ad-hoc phone meetings to manage current support incidents and periodic site visits.

  • Coordinate the deployment of releases and system maintenance with internal Tyler stakeholders and with the client.

  • Promotes customer satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering services that help clients meet their business objectives.

  • Develops and maintains an excellent relationship with assigned customers.

  • Conducts periodic account reviews and account planning meetings

  • Manages issues within JIRA

  • Manages client tickets within CRM

  • Performs periodic conference call/status meetings with clients

  • Manages customer expectations

  • Manages service level agreements (SLA) compliance.

  • Work closely with the Product Analyst to manage customer enhancement requests and expectations.

  • Act as a liaison to clearly communicate ideas between technical and non-technical stakeholders.

  • Performs other duties as assigned.


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 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.



Location

Plano, Texas

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Requisition Number:2022-206

Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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