Client Engagement Lead
Full Job Posting
Responsibilities
- Own overall client satisfaction, retention, and NPS outcomes
- Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support
- Coordinate with regional teammates to deliver a unified client experience
- Build trusted relationships with assigned clients, acting as their primary point of contact
- Lead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realization
- Develop and maintain tailored Client Success Plans
- Operate in a matrixed environment—balancing strategic guidance from the Director of Client
- Engagement with day-to-day alignment to the Client Experience Manager. Ensure both leaders are informed of client priorities, risks, and outcomes to support a cohesive experience
- Analyze consumption gaps and help clients expand their product use to achieve specific business goals
- Educate clients on features, updates, and product capabilities to maximize value
- Serve as a product liaison, connecting internal resources to client needs
- Guide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific value
- Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams
- Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry
- Collaborate with Regional team, Development, and Services to track progress and advocate for resolution
- Transparently communicate both challenges and solutions, building trust through honesty and follow-through
- Step in to handle support incidents as needed, especially during high-volume periods
- Actively rack and improve assigned clients’ NPS performance through relationship building, issue resolution, and value delivery
- Use NPS data to inform outreach plans and success strategy adjustments
- Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler’s solutions provide
- Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning
- Share real stories of how other clients have solved similar problems or achieved specific goals with our tools
- Monitor client health scores and identify early indicators of churn or dissatisfaction
- Track client engagement and usage trends to adjust success strategies accordingly
- Proactively flag at-risk accounts and collaborate internally to get them back on track
- Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
- Documented increases in adoption and closed consumption gaps
- All client-reported issues are resolved or escalated with clear, timely communication
- Strong internal reputation as a reliable client advocate and issue owner
- Clear success stories and retained relationships over time
Qualifications
- 2+ years in customer success, support, or implementation
- Strong communication and follow-through with both clients and internal teams
- Accountability mindset: sees issues through to resolution and keeps clients informed
- Skilled at analyzing client behavior, identifying trends, and driving improvements
- Comfortable managing multiple clients and priorities simultaneously
About Tyler Technologies
Software and services for the public sector.
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