Client Engagement Lead

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