Customer Support Account Manager

Customer Support Account Manager

The Customer Support Account Manager (CSAM) functions within the Client Services Team as the primary coordinator of the customer’s technical solution stability and satisfaction for closed projects. The CSAM is assigned to an account once the Project Manager (PM) has received final project acceptance signoff from the customer; although may be introduced and begin engaging the account once the “go-live” milestone has been achieved. In addition to overseeing the ongoing technical health of the assigned account base, each CSAM will be responsible for building strong partner relationships with technical and operations managers, and key end-users.

Location

Troy, Michigan

Responsibilities

  • Proactively work to ensure customer’s account is stable and the customer is satisfied with Tyler’s New World Public Safety products and services.
  • Develop customer support plans to resolve issues that go beyond first contact resolution.
  • Develop and conclude software upgrade plans working in conjunction with clients through installation, testing and go-live.
  • Assist in follow-up items discovered during onsite visits by Executive Sponsor and/or Customer Care Manager.
  • Participate in regularly scheduled and ad-hoc account management meetings.
  • Participate and/or lead on-site visits / meetings with assigned customers. Up to 25% travel is required.
  • Participate in departmental meetings regarding departmental status, procedures, action items, and goals.
  • Maintain solution/technical knowledge relating to the New World Public Safety product and service offerings.
  • Other duties as required.

Qualifications

  • Previous public safety experience.
  • Consistent work ethic…be present and productive.
  • Professionalism and people skills...must be able to work in a team environment.
  • Consistent positive and proactive attitude.
  • Ability to manage multiple tasks effectively.
  • Ability to communicate effectively with range of audiences from technical to administrative.

Apply Online
Requisition Number: 8017002-1

 

 

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