Global Account Manager is responsible for maintaining relationships with executives in the client organization. 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. The Global Account Manager will take a leadership role within Tyler, acting as the primary account owner across all Tyler product lines and divisions, with an enterprise view.
Responsibilities
- Develop and maintain excellent relationships with assigned clients at the highest levels, acting as a trusted advisor.
- Provide a “One Tyler” experience for clients in their portfolio, acting as the first point of contact for executive communication for all Tyler products/divisions.
- Responsible for coordinating communication, release planning, and strategic planning (among others) across all the client’s Tyler products/divisions.
- 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.
- Assist assigned clients in developing funding and rollout plan to achieve roadmap goals.
- Responsible for regular client communication and periodic site visits, including regular account reviews with key client stakeholders.
- Responsible for developing and maintaining structures of governance both for clients and cross-divisional Tyler teams
- Serve as point of contact for executive-level client escalations, within and beyond their portfolio.
- 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 Tyler Executive Leadership Team.
- Consult with clients on business processes and software modifications.
- Consult with and provide guidance to Tyler-wide Client Success and Support teams on customer-specific needs and scenarios.
- Deliver departmental Objectives and Key Results (OKRs).
- Represent Client Success on inter-department and inter-divisional initiatives, including negotiating trade-offs.
- Find opportunities to improve processes and tools enabling more consistent, and higher quality experience for our customers and the organization.
- Lead and mentor other Client Executives, CSAMs, Support, and Tyler team members.
Qualifications
- BS/BA degree in related field or equivalent experience is desired.
- Minimum 3 years’ experience of account management experience preferred.
- Ten or more years’ experience in managing client relationships.
- Prior management and leadership experience required.
- 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 tools, including Power Point.
- Exceptional conflict management, interpersonal and negotiating skills required.
- Working knowledge of Tyler products required.
- Must reside in the state of Georgia
Complexity
The Global Account Manager must be able to:
- Manage highly complex and strategic accounts without missing deadlines or client commitments.
- Demonstrate extensive latitude for independent judgment and decision making.
- Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
- Demonstrate the ability to achieve results without having direct control of the resources.
- Develop and deliver presentations for both internal and external audiences.
- Demonstrate the ability to apply fundamentals of project management and program management best practices
- Demonstrate an understanding of client specific configuration/functionality/infrastructure across all Tyler products.
- Build rapport with executive level clients and employees while actively influencing events and negotiating differences to achieve project goals.
- 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.
- Understand, manage, and mitigate situations involving both technical and political drivers.
- Work effectively with Tyler leadership to accomplish the goals and objectives of Tyler and the client.
- Understand contract terms for the client.
- Collaborate with client and/or Tyler resources to solve complex business issues.
- Demonstrate expertise in both current product portfolio and future product vision.
Act as a mentor for other Tyler team members.
