Client Experience Manager

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