Strategic Account Manager

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The Strategic Account Manager is a blended role that is responsible for acting as Client Success Account Manager (CSAM) for their clients, while being expected to maintain Client Executive (CE) relationships with the executive level of a subset of client organizations.  The Strategic Account Manager will work in tandem with the Associate General Manager to balance the two roles based on regional needs, client needs, and the Account Manager’s maturity in their role.  The position will foster strong relationships between Tyler and its clients and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, for Tyler products.

 

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Vancouver, BC

Travel

10-25%

Responsibilities

  • Under the supervision of the Assoc. GM, execute for a targeted group of client accounts the following Client Executive tasks:
    • Execute regular client communication and potential site visits, including regular account reviews with key client stakeholders.
    • Document and advise clients on best practices, governance, and Client Success offerings (CSAM, CSC, etc.).
    • Serve as point of contact for client escalations, including executive-level escalations.
    • Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
    • Measure and report regularly on client health, including weekly tracking and quarterly account reviews with Tyler Executive Leadership Team.
    • Assess client’s electronic maturity using available tools and develop client specific roadmap which will include new products, services and improved configuration to reduce software consumption gap.
    • Demonstrate an understanding of client specific configuration/functionality/infrastructure.
    • Develop and deliver presentations for both internal and external audiences. The audience range should include Sr. Level Leadership, IT professionals, internal management, staff, and customer end-users.
    • Build rapport with executive level clients
    • Identify key influencers and decision makers such as Chief Information Officers, IT Directors, Finance Directors, Clerk of Court, City/County Clerk, Assessors, Development Directors, Police Chief, etc.
    • Collaborate with client and/or Tyler resources to solve complex business issues.
    • Demonstrate expertise in both current product portfolio and future product vision.
  • Perform other duties as assigned.
 

Qualifications

  • BS/BA degree in related field or equivalent experience is desired.
  • Minimum 3 years’ experience of account management experience preferred.
  • Five or more years’ experience in managing client relationships/software.
  • Some management and leadership experience preferred.
  • Software life cycle knowledge required.
  • 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.
  • Strong decision making and problem-solving skills.
  • Strong analytical ability, particularly in a technical environment.
  • Proficient in Microsoft Word, Excel, PowerPoint and Project.
  • Exceptional conflict management, interpersonal and negotiating skills.
  • Working knowledge of Tyler products required. 
  • Strategic planner with excellent organizational skills and ability to follow-through until process is completed.
Ability to travel required – 15% to 25%

Apply Online

Requisition Number:2024-4529


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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