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Tyler Technologies · 9 hours ago

Client Experience Manager

Lubbock, Texas

Full-time

Onsite

Mid, Senior Level

$67K/yr - $75K/yr

Tyler Technologies is a company focused on transforming support into client success. The Client Experience Manager is responsible for the engagement, growth, and performance of a cross-functional team, ensuring extraordinary client and employee experiences.

GovTechInformation ServicesSoftware

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

Directly manage and develop a regional team of individuals including:

Conduct regular 1:1s, career development planning, and performance reviews

Foster a high-trust, high-performance team culture rooted in transparency, ownership, and continuous growth

Actively coach team members on handling escalations, improving call quality, and deepening client relationships

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

Own the employee satisfaction and engagement for your regional team

Partner with Learning Enablement Coaches to ensure training is timely, targeted, and effective

Support a culture of open feedback, recognition, and accountability

Serve as a role model for transparent communication—owning mistakes and showing others how to recover from them with integrity and follow-through

Qualification

Client lifecycle managementSupport operationsNPSESAT systemsCoaching skillsCommunication skillsProblem-solving skillsERP systems familiaritySaaS environments familiarity