Tyler Technologies

Client Experience Manager

Tyler Technologies • $70K — $95K *
Billings, MT 59102In-Person
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Strong understanding of support operations and client lifecycle management
  • Excellent communication and prioritization abilities
  • Effective problem-solving skills with a client-focused approach
  • Familiarity with ERP systems, local government software, or SaaS environments is advantageous
  • Willingness to travel 10-25% annually

Responsibilities

  • Own the client experience in the designated region, focusing on NPS as the primary success metric.
  • Track and enhance clients' NPS performance through relationship building and issue management.
  • Utilize NPS data to adapt outreach plans and success strategies accordingly.
  • Engage with clients to communicate on critical issues, roadmap items, and new features.
  • Identify regional client trends and implement proactive outreach strategies.
  • Highlight product gaps and enhancement opportunities to internal teams.
  • Act as a high-level escalation point for pressing client concerns that necessitate management response.

Benefits

  • Opportunity to lead and influence a cross-functional team
  • Engage directly with clients and drive satisfaction improvements
  • Access to professional development within client experience management
  • Collaboration with regional managers for best practices and strategies
  • Potential for career advancement in a growing organization
Full Job Description
Description

The Client Experience Manager plays a pivotal role in transforming support into client success. This leader is directly responsible for the engagement, growth, and performance of a cross-functional team-including Client Experience Champions, Client Engagement Leads/Managers, and Learning Enablement Coaches.
Responsibilities
  • Own the client experience for the assigned region, with NPS as the primary success metric.
  • Actively track and improve clients' NPS performance through relationship building, issue resolution, and value delivery
  • Use NPS data to inform outreach plans and success strategy adjustments
  • Regularly engage with clients and oversee communication on critical issues, roadmap items, and new features.
  • Understand regional client trends and ensure proactive outreach strategies are in place.
  • Surface product gaps, friction points, and enhancement opportunities to internal teams.
  • Serve as a high-level escalation path for client concerns that require management handling.
  • Consistently highlight Tyler's unique value in conversations with clients and internal stakeholders
  • Ensure regional teams understand how to communicate product differentiators when managing escalations or sharing best practices
  • Serve as a champion for the client experience-reinforcing where Tyler's solutions are delivering exceptional outcomes
  • Step in to handle support incidents as needed, especially during high-volume periods
  • Help clients navigate change-whether product updates, cloud transitions, or process shifts-by providing clarity, reassurance, and structured communication.


  • Monitor regional call trends, case volumes, and support backlogs-ensuring appropriate resource coverage and load balancing.
  • Ensure SLAs are being met and pull in Client Engagement and Learning Enablement team members to assist with incidents as appropriate
  • Identify and act on staffing needs or workflow adjustments to improve service responsiveness.
  • Partner with other regional managers to share best practices and align on enterprise client strategies.
  • Track and report on team and regional performance-including NPS, eSAT, and operational KPIs.
  • Ensure all team members follow the regional feedback process defined by the Director of Client Operations.


  • Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
  • Proactive client outreach is happening consistently-not just reactive support.
  • Regional themes and client needs are regularly synthesized and shared with product, support, and leadership stakeholders.
Qualifications
  • Strong understanding of support operations, client lifecycle, and feedback systems (NPS, eSAT)
  • Excellent communication, prioritization, and problem-solving skills
  • Familiarity with ERP systems, local government software, or SaaS environments is a plus
  • Ability to travel 10-25% annually

About Tyler Technologies

Tyler Technologies, Inc. is a software company that provides integrated software and technology services to the public sector. The company was founded in 1966 and is headquartered in Plano, Texas. Tyler Technologies operates through two segments: Enterprise Software and Appraisal and Tax. The Enterprise Software segment provides software systems to municipal and county governments and schools. The Appraisal and Tax segment provides software and services for property appraisal and tax assessment to local governments and taxing authorities. Tyler Technologies' software and services are used by more than 15,000 local government offices in all 50 states, Canada, the Caribbean, Australia, and other international locations.
Learn more about Tyler Technologies
Size
6,959 employees
Market Cap
$13.4 billion
Industry
Consumer Technology
Net Income
$194.8 million
Founded
1966
5 Year Trend
+15.9%
Revenue
$1.1 billion
NASDAQ
TYL
* Ladders Estimates

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