Client Engagement Lead
Tyler Technologies, Inc., Orono, ME, United States
Client Management/Client SuccessLubbock,TexasLakewood,ColoradoBillings,MontanaOrono,Maine
Salary: USD 59000 - 64000 Annually
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 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
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
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
#J-18808-Ljbffr
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 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
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
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
#J-18808-Ljbffr