Director, Client Success
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The Director-Client Success is responsible for building long-term partnerships with the most strategic Municipal Justice Solutions accounts. This position will foster strong relationships between Tyler and these accounts and will be relied upon to provide advice, and recommendations based on their understanding of the needs of the account, and the business objectives of Tyler.
Location
Lubbock, Texas | Lakewood, Colorado | Plano, Texas
Responsibilities
- Develops and maintains an excellent relationship with assigned clients at the highest levels.
- Understand the desired outcomes of each of your clients, helping them define milestones and measurements to help them track progress.
- Ensure the client understands the Municipal Justice value proposition, long-term vision of
- Tyler and how their long-term plans fit into Municipal Justice and Tyler Technologies overall.
- Develop and execute long-term success plans with your clients to ensure they achieve their desired outcomes.
- Maintain well-documented success plans for each of your clients that clearly articulate the long-term goals for the client.
- Track and drive actionable, short-term plans with each client.
- Use data to present to a client how well their current initiatives are moving them towards their desired outcomes.
- Research how a client is utilizing their Tyler products, identify areas of improvement and prepare a set of recommendations to help them improve.
- Function as a trusted advisor to your clients, providing proactive, focused attention to continuously ensure they derive value and experience a measurable impact from their partnership with Tyler Technologies.
- Partner closely with Sales to ensure we are establishing value and adoption of Tyler products that aligns both with Tyler's growth strategy and the client's long-term goals.
- Partner closely with Product Development to inform strategic product decisions based on trends on client needs occurring across your assigned clients.
- Partner closely with Services to provide feedback, solutions and to ensure your clients' needs are heard and met.
- Partner closely with Support to provide feedback, gather client sentiment and assist in escalation, when needed.
- Partner closely with Marketing to gather testimonials, case studies and referrals to highlight positive outcomes and ensure this is shared internally and externally.
- Partner closely across all departments within the Municipal Justice business unit and across Tyler to share feedback, provide solutions and ensure client needs are heard and met without compromising Tyler relationships.
- Responsible for regular client communication and periodic site visits, including regular account reviews with key client stakeholders.
- Responsible for regular calls with Municipal Justice business unit team members to share feedback, trends and updates on client needs occurring across all assigned clients.
- Responsible for establishing KPIs and other measurements to track impact of role. KPIs should relate directly to all aspects of the business including, but not limited to, retention, support impact, Tyler revenue share (% of Tyler products used at client site).
- Document and advise clients on best practices, governance, and Client Success offerings (Key Management Training, VLLs, etc.)
- Serve as point of contact for executive-level client escalations.
- Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
- Measure and report regularly on client health, including weekly tracking and quarterly account reviews with the Tyler Executive Leadership Team.
- Manage and direct team of direct reports to carry out responsibilities listed above to maximize the client impact.
Qualifications
- BS/BA degree in related field or equivalent experience is desired.
- Working knowledge of Municipal Justice product suite and/or experience working directly in the judicial industry preferred but not required.
- Strong understanding of how the judicial industry works.
- Excellent people skills including verbal and written communication, teamwork, and customer service skills.
- Strong decision making and critical thinking skills.
- Ability to work autonomously but also able to collaborate with others.
- Ability to partner with resources across all of Tyler effectively, achieving your clients' needs while building positive relationships across Tyler.
- Excellent verbal and written communication skills to articulate technical and non-technical information to various audiences including management.
- Experience in client facing roles that includes issue resolution and escalation management.
- Demonstrated ability to prioritize and complete multiple tasks in a fast paced, technical environment.
- Proficient in Microsoft Word, Excel, PowerPoint.
- Strategic planner with excellent organizational skills and ability to follow-through until process is completed.
- Valid driver's license.
- Ability to travel 25%-75%.
State-Specific Salary Range Disclosure Requirements
Salary will generally fall between $83,524 - $0 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.
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Tyler Technologies is proud to be an 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, protected 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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Tyler Technologies
$83,524 - $0
Apr 22, 2025