The Senior Client Success Manager (CSM) is a proactive relationship manager responsible for aligning the client’s desired outcomes with the priorities and investments of Tyler Technologies while driving net revenue retention through risk mitigation strategies and creative upsell opportunities. Tyler Technologies’ mission is to empower the public sector to create smarter, safer, and stronger communities through innovative technology and services. This role works on Data & Insights solutions, which is focused on building data, analytics, and reporting solutions for Tyler’s growing install base of 13,000 clients.
As a Senior CSM, you will serve as a strategic advisor to your clients, supporting platform end-users with adoption and enablement of software features, connecting project champions to the right resources, and engaging with government executives to demonstrate value and paint the vision for partnership evolution.
We are currently in an exciting stage, as our go to market offerings are shifting and Tyler Technologies is centralizing and unifying once siloed product lines, processes, and teams into One Tyler. A key part of this role will include building relationships across internal divisions and product lines, to ensure the unified delivery of products and services across Tyler, begin to identify more favorable contract and renewal options, upsell new solutions, and identify cross-sales leads and opportunities.
Responsibilities
- Serve as a strategic partner to our clients, delivering proactive guidance that maximizes their investment in Tyler products. Focus on driving measurable outcomes and ensuring clients achieve their organizational goals through targeted success plans and continuous engagement.
- Become a subject matter expert on Tyler Data & Insights Enterprise Data Platform and solution application(s), including the key features of each platform and how they can be best used to derive intended outcomes.
- Grow new and existing relationships within client accounts to improve the depth of platform adoption across their organization and identify new uses for the Data & Insights solution.
- Manage the full renewal lifecycle, including early initiation, quoting, upsell identification, contract consolidation, and account closeout.
- Deliver high client satisfaction by setting appropriate expectations with clients and internal Tyler stakeholders with the goal of aligning those business investments with the client’s objectives, even if that results in a non-Tyler solution.
- Conduct Total Tyler Executive Business Reviews using customized, value-driven messaging.
- Proactively identify and act on opportunities for cross-platform integration and domain specific “vertical” solution expansion and facilitate their integration into the associated vertical group.
- Act as the client account point of escalation, and effectively leverage internal resources and stakeholders across Tyler to effectively resolve client issues.
- Partner effectively with sales counterparts to drive new expansion opportunities and influence the approach for pitching solutions to clients.
Qualifications
- 4-8 years of experience in relationship management, consulting, account management, or client success, with a proven ability to collaborate and build strong relationships at technical and senior executive levels.
- Strong communication skills, able to translate between technical and programmatic stakeholders and tie software capabilities to stakeholder value.
- Comfort with ambiguity during a corporate integration, and ability to work autonomously to find creative solutions to support the company and our client’s long-term vision.
- Demonstrated the latitude for independent judgment and decision making with little to no guidance.
- Ability to proactively problem-solve, identify root causes and proposed solutions, and achieve results without having direct control of the resources.
- Sophisticated interpersonal skills, including the ability to establish Trusted Advisor working relationships with clients.
- Strong organizational and time management skills with the ability to manage a portfolio of accounts.
- Demonstrated ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
- Ability to run meetings with multiple stakeholders and multi-level audiences.
- Clear, articulate speaker with poised, confident presence, comfortable delivering presentations to executive-level audiences.
- Comfort with demonstrating and navigating technical platforms.
- Ability to suggest creative ways to meet client objectives within the platform's capabilities.
- Willingness to travel up to 25% of the time.
- Required to undergo and satisfactorily pass a fingerprint background check in accordance with CJIS requirements.
Preferred Knowledge and Skills
- Familiarity with cloud software/SaaS products with 5+ years industry experience.
- Strong understanding of public sector data management, data analytics, performance management, and budgeting.
- Knowledge of major government IT systems, information architecture best practices, data science, and emerging technology.
Note about Location
This is a remote role but will be assigned a portfolio of clients in the central, mountain, and/or western states and will require some working hours within those time zones, as well as occasional travel (up to 25%) to those regions.
