Description
The Client Success Advocate is responsible for providing proactive relationship management to ensure continuous improvement goals are met, critical client situations are being addressed, and that clients receive exceptional service throughout the life of their relationship with Tyler. The ideal candidate is a driven professional with a proactive, positive “get it done” attitude and a diverse mix of skills in communications, account management, analytics, project management, process improvement and customer service.
Responsibilities
- Proactively communicate and collaborate with stakeholders to understand and analyze client needs, current client statuses, updates on client issues, and client temperaments.
- Responsible for the coordination of cross-functional resources (Support, Sales, Development, Product, Implementation) to support clients with the resolution of various issues.
- Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
- Meet regularly (weekly, bi-weekly, monthly based on client need) with clients to address issues and drive resolutions.
- Work closely with the Client Success Director to ensure seamless communication and coordination leading up to, during, and after client visits and user group meetings.
- Manage post-client visits, including (but not limited to) documentation and post client visit follow ups.
- Maintain accurate records and reports for expenses, client attendance, etc.
- Successfully engage in multiple initiatives simultaneously.
- Align with Product Owners and meet regularly to understand product roadmap.
- Document and advise clients on operational best practices.
- Perform other client success tasks as needed to support the overall success of the department.
- Represents Tyler Technologies in the most positive manner internally and in the communities we serve.
- Up to 20% travel
Qualifications
- BS/BA degree in related field or equivalent experience is desired.
- 2-4 years of customer service/success experience.
- An entrepreneurial spirit and a desire to be proactive.
- Excellent planning, organizational skills, and ability to follow-through until tasks are completed.
- Proven ability to problem-solve and maintain composure in high-pressure situations.
- Self-motivated, proactive, and able to work independently or as part of a team.
- Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.
- Proficient in Microsoft Word, Excel, and PowerPoint.
- Part time, under 30 hours a week
