Description

The Client Success Account Manager will be assigned a customer base and will be responsible for providing ongoing service to clients (on site, as required) to ensure service goals are met and that clients receive exceptional support. Responsibilities

• Works with clients to set clear, realistic expectations, and deliverables throughout the development of a support account plan; then executes against the plan through proactive work on the objectives.
• Responsible for regular proactive communication - regularly scheduled and ad-hoc phone meetings to manage current support incidents and periodic site visits.
• Coordinate the deployment of releases and system maintenance with internal Tyler stakeholders and with the client.
• Promotes customer satisfaction and loyalty by demonstrating an understanding of customers' critical business issues and delivering services that help clients meet their business objectives.
• Develops and maintains an excellent relationship with assigned customers.
• Conducts periodic account reviews and account planning meetings
• Manages issues within JIRA
• Manages client tickets within CRM
• Performs periodic conference call/status meetings with clients
• Manages customer expectations
• Manages service level agreements (SLA) compliance.
• Work closely with the Product Analyst to manage customer enhancement requests and expectations.
• Act as a liaison to clearly communicate ideas between technical and non-technical stakeholders.
• Performs other duties as assigned.

Qualifications

• BS/BA degree in related field or equivalent experience is desired.
• (External) A minimum of 5 years of experience managing client accounts or software implementations.
• (Internal) Typically 3-5 years of experience implementing or supporting C&J Products.
• Software life cycle knowledge strongly preferred.
• 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.
• Proficiency using computers and exposure to IT infrastructure components required.
• Strong decision making and problem-solving skills
• Strong analytical ability, particularly in a technical environment.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Exceptional conflict management skills.
• Ability to travel required.