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Tyler Technologies
Client Engagement LeadTyler Technologies • Denver, CO, United States
Client Engagement Lead

Client Engagement Lead

Tyler Technologies • Denver, CO, United States
26 days ago
Job type
  • Full-time
Job description

Client Engagement Lead

The Client Engagement Lead builds strong, value-driven partnerships with assigned clients to ensure their satisfaction, retention, and success. This role is responsible for day-to-day relationship management, driving product adoption, and improving Net Promoter Scores (NPS) by delivering meaningful client outcomes and removing friction in their experience.

Responsibilities

Client Partnership & Retention

  • 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 environmentbalancing 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

Product Adoption & Value Realization

  • 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

Issue Ownership & Communication

  • 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

Client Advocacy & Feedback

  • 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

Client Health & Risk Awareness

  • 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

What Success Looks Like

  • 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
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Client Engagement Lead • Denver, CO, United States

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