Client Manager

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Work with technology-driven solutions that cover the full spectrum of the land development life cycle, including mass appraisal services, land and official records management, and property tax assessment and administration. From data collection to computer-assisted mass appraisal to tax billing and collections, you can help develop and deliver solutions that build thriving communities and fundamentally change how local governments operate in the future.

Location

Dayton Metropolitan Area, Ohio

Travel

10-25%

Responsibilities

  • Serves as the primary contact person for a specific group of clients.
  • Reviews clients’ support contracts and product and module licenses, as well as the scope of support services available to them.
  • Understands and manages the process for handling support requests which fall outside the scope of a client’s contract.
  • Responds promptly to client e-mail, voice mail, and issues submitted via the web portal.
  • Creates electronic incidents of reported software issues after gathering all pertinent details from client.
  • Tracks resolution progress of client incidents by monitoring internal reports and requesting updates from analysts and database technicians.
  • Provides information on the availability of new releases, service packs, hot patches, and baseline fixes to the client and facilitates their delivery.
  • Ensures that support actions on behalf of client align with client business processes/schedules and staff responsibilities.
  • Creates incident status reports, facilitates conference calls, and provides documentation to clients as requested.
  • Works with project managers to assist smooth transition from implementation to support.
  • Partners with clients to seek optimum solutions for recurring software or work process issues.
  • Supports other client managers, analysts, and developers by keeping client data on internal share sites up-to-date and via timely e-mail announcements.
  • Communicates with clients frequently to ensure their satisfaction with service, to strengthen working relationships, and to increase Company awareness of the potential for additional sales opportunities.
  • Prioritizes and establishes due dates for incident tickets per Tyler’s guidelines.
  • Seeks additional information from clients to aid issue troubleshooting or determine if decisions have been made in order for analysts to move forward.
  • Follows up with clients once a resolution is delivered to ensure that results provide acceptable resolution and then closes the incident.

Qualifications

  • Bachelor’s degree in Business or related field.  Equivalent work experience may substitute for degree requirement.
  • A minimum of 3-5 years’ experience required in one or more of the following:
    • Client relations, particularly in a technical environment
    • Technical business analysis
  • Exceptional interpersonal and negotiating skills
  • Excellent decision making and problem solving skills
  • Excellent organizational skills
  • Excellent written and oral communication skills
  • Facility with Microsoft Word, Microsoft Excel, and Microsoft Office Outlook or equivalent software
  • Valid driver’s license issued by the state in which the employee lives
  • Knowledge of state/county/municipal government property valuation/assessment or tax billing and collection in public or private sector is helpful
  • Must be able to travel occasionally
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Requisition Number:2021-1133
INDAT

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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