Tyler Technologies – Senior Customer Success Account Manager – Overland Park, Kansas – USA

March 6, 2023
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Job Description

Description

Tyler Technologies’ Enterprise Payments team is looking to identify a Senior Customer Success Account Manager to provide proactive relationship management with Tyler’s Digital Solutions Division’s internal payment customers, driven by customer satisfaction and account health. This position requires collaboration with development, product, sales, implementation, and support teams to ensure continuous improvement goals are met, critical customer situations are being addressed, new customers transitioning from Professional Services to Support are referenceable, and that customers 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.

KEY RESPONSIBILITIES

  • Serve as the primary day-to-day contact for internal Digital Solutions Division and Tyler customers (Business Units leveraging our payment platform) for updates and escalations, helping to drive the resolution of issues
  • Facilitate information flow in regularly scheduled and ad-hoc meetings to manage issues and projects with customers
  • Advocate customer’s goals and positively influence customer and Tyler’s alignment
  • Demonstrate a thorough understanding of key payment solutions that are most impactful to your customer
  • Build rapport with customers and employees while actively influencing events and negotiating differences to achieve goals
  • Analyze data and trends to identify process and relationship improvement opportunities
  • Identify systemic drivers of customer dissatisfaction and recommend solutions to appropriate internal Tyler teams
  • Track customer health metrics and communicate insights to internal leadership
  • Work with Implementation to ensure a smooth onboarding experience for new customers
  • Prepare presentations, reports, and communications to distribute or present to customers and conduct reviews as required
  • Partner with Implementation, Product, and Support teams to advocate for customers to ensure their experiences with the Payment Team exceed expectations and deliver tangible results
  • Align with Customer Executives and meet regularly to understand the customer roadmap
  • Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments
  • Actively contributes back to other internal departments by sharing best practices and process improvements
  • Documents and advises customers on operational processes (Help Desk, Sev 1, Business Process Changes, DR, etc.)
  • May assist Professional Services and/or Sales with facilitating renewals of customer contracts and/or with add-on sales

EXPERIENCE/EDUCATION:

  • Bachelor’s degree and minimum of ten years of job-related experience managing customer accounts or implementations
  • Prior experience with e-Commerce/Merchant services solutions
  • Strong presentation and facilitation skills, including advanced oral, written, and interpersonal communication skills
  • Excellent customer service skills and comfortable interacting directly key stakeholders
  • Experience preparing presentations and reports for customers and upper management
  • Excellent planning, organizational skills, and ability to follow-through until process are completed
  • Strong interpersonal skills including verbal and written communication, teamwork, and customer service skills
  • Ability to persuade and influence other teams without direct authority to achieve results
  • Demonstrate the latitude for independent judgment and decision making with little to no guidance
  • Ability to manage strategic accounts with little to no supervision
  • Energetic, motivated, and self-driven, with a desire to work in a fast-paced, entrepreneurial environment
  • Experience with project management, software life cycle, and IT infrastructure preferred
  • Ability to travel as needed