Client Experience Manager
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Job Location:
Lubbock, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
The Client Experience Manager plays a pivotal role in transforming support into client success. This leader is directly responsible for the engagement growth and performance of a cross-functional teamincluding Client Experience Champions Client Engagement Leads/Managers and Learning Enablement Coaches.
Their mission: drive extraordinary client and employee experiences. This includes owning the Net Promoter Score (NPS) for their assigned region and fostering high employee satisfaction (eSAT) within their team. They act as both a strategic leader and a tactical support partnerensuring clients feel supported heard and delighted while employees feel empowered challenged and connected.
This is a formal people leader position.
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 Tylers 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 experiencereinforcing where Tylers solutions are delivering exceptional outcomes
- Step in to handle support incidents as needed especially during high-volume periods
- Help clients navigate changewhether product updates cloud transitions or process shiftsby providing clarity reassurance and structured communication.
- Directly manage and develop a regional team of individuals including:
- Client Experience Champions
- Client Engagement Leads or Managers or Strategic Engagement Managers
- Learning Enablement Coaches
- 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 backlogsensuring 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 performanceincluding 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 communicationowning mistakes and showing others how to recover from them with integrity and follow-through.
- Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
- Your team is highly engaged supported and performing at or above expectations.
- Proactive client outreach is happening consistentlynot just reactive support.
- Your team members are growing in capability confidence and influence.
- Regional themes and client needs are regularly synthesized and shared with product support and leadership stakeholders.
- Strong understanding of support operations client lifecycle and feedback systems (NPS eSAT)
- Ability to coach others in client communication troubleshooting and service recovery
- Excellent communication prioritization and problem-solving skills
- Familiarity with ERP systems local government software or SaaS environments is a plus
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Tyler offers public sector software solutions designed specifically for the unique needs of state, local, and federal government organizations and school districts.
