Client Success Account Manager

About this role

Responsibilities

• Manage client projects as defined by Continuous Improvement Client Roadmap
• Document and advise clients on operational best practices
• Demonstrate understanding of client specific business processes
• Execute successful release management of customer environments
• Identify systemic drivers of customer dissatisfaction and recommend solutions
• Foster long term relationships with key client base and decision makers
• Align with Client Executives and meet regularly to understand client roadmap
• Drive proactive account management activities
• Manage multiple activities within multiple strategic accounts
• Build rapport with clients and employees while actively influencing events
• Demonstrate latitude for independent judgment and decision making
• Demonstrate ability to manage strategic accounts with little to no supervision
• Demonstrate ability to incorporate new information and make quick decisions
• Demonstrate ability to achieve results without direct control of resources
• Understand contract terms for the client
• Demonstrate ability to apply fundamentals of project management best practices
• Responsible for regular proactive communication
• Serves as point of contact for client escalations
• Conducts periodic account reviews
• Proactively reviews client issues and recommends training plans
• Actively contributes back to other Tyler departments
• May assist Professional Services and/or Sales with facilitating renewals
• May provide guidance to less-experienced team members
• Manages service level agreements compliance