Client Success Account Manager, eSolutions

Client Success Account Manager, eSolutions

The Client Success Account Manager is responsible for fostering strong relationships between Tyler and its eSolutions clients and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, for Tyler products across all levels of the county/state. The Client Success Account Manager manages an assigned customer base consisting of clients that have contracted for additional support services, are determined to be in a critical state, or are transitioning into support.


Plano, Texas


  • Work with the clients and Tyler support personnel 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
  • Responsible for facilitating renewals of client contracts and assisting PS/Sales organization with add-on sale opportunities
  • Serves as a resource to the Client Success Account Managers
  • Coordinate with Operations for release scheduling both internally and with the client
  • Serve as point of contact for client escalations
  • Promote 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 and become an important member of their IT operations team
  • Responsible for periodic onsite status update with client and high level elected officials
  • Conducts periodic account reviews (including but not limited to):
    • Configuration auditing
    • State reporting verification
    • System health check
    • Data backup and recovery review
    • SLA Compliance
  • Under the guidance of the Director of Client Success:
    • Learn the client’s business processes
    • Consult with clients on business processes and software modifications
    • Manage issues within JIRA
    • Manage client calls with ONYX
    • Perform periodic conference call/status meetings with clients
    • Identify add-on sales opportunities and give feedback to the PS team
    • Manage customer expectations
  • Actively contributes back to other Tyler departments by sharing best practices and process improvements
  • Manage service level agreements (SLA) compliance
  • 10% to 25% travel is required
  • Performs other job-related duties and responsibilities as may be assigned from time to time


  • BS/BA degree in related field or equivalent experience is required
  • 1-3 years’ experience managing client accounts or software implementations required
  • Software life cycle knowledge required
  • Excellent planning, organizational skills, and ability to follow-through until process are completed required
  • Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills
  • Proficiency using computers and exposure to IT infrastructure components
  • Strong decision making and problem-solving skills required
  • Strong analytical ability, particularly in a technical environment
  • Proficient in Microsoft Word and Excel required; and MS Project preferred
  • Exceptional conflict management skills required

Apply Online
Requisition Number: 2018028-1