The client success account manager (csam) functions within the client success team as the primary coordinator of the customer’s technical solution stability and satisfaction for closed projectsThe csam is assigned to an account once the project manager (pm) has received final project acceptance signoff from the customer; although may be introduced and begin engaging the account once the “go-live” milestone has been achievedIn addition to overseeing the ongoing technical health of the assigned account base, each csam will be responsible for building strong partner relationships with technical and operations managers, and key end-users
Responsibilities:
Proactively work to ensure customer’s account is stable and the customer is satisfied with tyler’s new world public safety products and services.
Develop customer support plans to resolve issues that go beyond first contact resolution.
Develop and conclude software upgrade plans working in conjunction with clients through installation, testing and go-live.
Assist in follow-up items discovered during onsite visits by executive sponsor and/or client executive.
Participate in regularly scheduled and ad-hoc account management meetings.
Participate and/or lead on-site visits / meetings with assigned customersUp to 25% travel is required.
Participate in departmental meetings regarding departmental status, procedures, action items, and goals.
Maintain solution/technical knowledge relating to the new world public safety product and service offerings.
Other duties as required.
Qualifications:
Previous public safety experience.
Consistent work ethic…be present and productive.
Professionalism and people skills...must be able to work in a team environment.
Consistent positive and proactive attitude.
Ability to manage multiple tasks effectively.
Ability to communicate effectively with range of audiences from technical to administrative.
Location
Remote | troy, michigan
Travel
10-25%
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Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of tyler personnel performing certain client workBecause of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with tyler.
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