Director, State Government Accounts

Description

The Director, State Government Accounts serves as the primary relationship manager for a portfolio of state government accounts in the State of Illinois. This role is responsible for cultivating strong client partnerships, retention of existing client revenue, driving account growth, and serving as the central conduit between state agencies and Tyler product and service teams.The Director, State Government Accounts acts as the face of the company within assigned accounts, ensuring client satisfaction, revenue retention, identifying expansion opportunities, coordinating the sales process, and coordinating across all internal teams necessary to deliver a superior experience for these state accounts. This role requires an understanding of public sector environments and the ability to manage complex, multi-product relationships.

Responsibilities

• Account Leadership & Relationship Management
• Serve as the primary relationship owner for a portfolio of designated state government accounts.
• Act as the face of the organization, building trusted advisor relationships with agency leadership and key stakeholders.
• Develop and execute account plans to strengthen long-term partnerships and improve customer satisfaction.
• Maintain regular communication with clients to understand evolving needs, priorities, and challenges.
• Coordinate executive engagement when appropriate to support strategic objectives.
• Sales & Growth Coordination
• Identify and cultivate new sales opportunities within existing accounts.
• Leverage relationships to drive cross-sell and upsell opportunities across product lines.
• Partner with product sales teams to coordinate pursuit strategies and sales activities.
• Support contract renewals, amendments, and expansion initiatives.
• Maintain visibility into pipeline activity and contribute to revenue forecasting.

Client Success & Operational Alignment

• Serve as liaison between clients and internal product, implementation, support, and client success teams.
• Coordinate resources to ensure effective service delivery and issue resolution.
• Monitor overall account health, client satisfaction, and retention metrics.
• Facilitate regular account reviews and performance discussions.
• Manage escalations collaboratively and ensure timely follow-through.
• Cross-Functional Collaboration
• Work closely with product management, engineering, support, and professional services teams to align on client priorities.
• Communicate client feedback to internal stakeholders to inform product improvements and roadmap considerations.
• Ensure seamless coordination across multiple product teams supporting assigned accounts.
• Promote a unified, client-centered approach to account management.
• Public Sector Engagement
• Develop familiarity with state procurement processes, budget cycles, and regulatory considerations.
• Support clients through procurement activities in partnership with sales and contracts teams.
• Represent the company professionally in meetings, conferences, and industry forums as appropriate.

Qualifications

• Bachelor's degree in Business, Public Administration, Information Technology, or related field.
• 5+ years of experience in account management, sales, or client relationship management within technology or public sector environments.
• Experience managing complex, multi-stakeholder accounts.
• Demonstrated ability to grow revenue within existing customer portfolios.
• Strong communication, presentation, and negotiation skills.
• Ability to manage multiple accounts across different states simultaneously.
• Proven ability to collaborate across cross-functional teams.
• Preferred Qualifications
• Experience supporting state government agencies or public sector clients.
• Familiarity with public sector procurement processes.
• Experience working with enterprise software or SaaS solutions.
• Understanding of regulated environments such as licensing, tax, courts, public safety, or health & human services.
• CRM proficiency (e.g., Microsoft Dynamics or similar platforms).

Core Competencies

• Strategic relationship building
• Client advocacy
• Cross-functional collaboration
• Revenue growth & opportunity identification
• Public sector awareness
• Problem-solving & issue management
• Executive communication
• Customer-first mindset