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Tyler Technologies · 2 hours ago

Client Success Account Manager

North Logan, UT

Full-time

Onsite

Entry, Mid Level

1+ years exp

Tyler Technologies is seeking a Client Success Account Manager who will serve as the primary point of contact for Onboarding Channel Partners and Merchant Acquiring Clients. The role involves managing the onboarding process, providing training and support, and ensuring customer success through effective account management and communication.

GovTechInformation ServicesSoftware

Responsibilities

Build a strong and pleasant onboarding experience for Channel Partners

Direct, assist and train Onboarding Specialists

Implement an Onboarding Welcome Packet, including training documents for interface users

Proactively monitor and identify key performance indicators (KPIs) for the team

Implement, track, and achieve KPIs

Create Totango Cadences for Onboarding Experiences

Collaborate with partners and the product team to provide feedback and suggestions for improving our software based on customer needs and usage patterns

Work closely with sales and onboarding to identify and address any client concerns or issues during the onboarding process

Implement onboarding experience surveys for Sales and Agents

Develop video content for product training to be housed in the Learning Management System (LMS)

Onboarding and Training of New Partners and Merchants

Create training documentation for onboarding and LMS system content

Provide client release notes and new product notifications

Coordinate with the product development team on training for new products

Train Business Development Representatives (BDRs) per standard operating procedures (SOP) for 60 days

Coordinate with the Director of Sales for Partner Onboardings

Define customer success stages in Totango, including Onboarding, Adoption, Expansion, and Retention/Advocacy

Establish Quarterly Business Reviews (QBRs) for Channel Partners and Acquiring Clients

Create digital disbursements and restitution implementation guides

Develop System Admin Training from an outline, including roles and responsibilities of user permissions with IT collaboration

Oversee Channel Partner/Agent transitions

Provide RFS (Request for Service) Coverage during the interim period of Training (60-90 days)

Serve as the primary point of contact for Channel Partners and Merchant Acquiring Clients

Build rapport and confidence with clients and partners in the servicing and ticketing process

Identify improvements within the agent support process

Triage and troubleshoot client issues

Triage and troubleshoot Channel Partner issues

Handle escalated calls/tickets from client support specialists

Escalate tickets to direct reports

Conduct weekly call monitoring

Oversee the Customer Success Queue in Salesforce

Qualification

Client account managementSoftware implementationSoftware life cycle knowledgeMicrosoft DynamicsAnalytical abilityPlanningCustomer service skillsTechnical environment exposureMicrosoft Office proficiencyInterpersonal skillsOrganizational skillsDecision-making skillsProblem-solving skillsConflict management skills