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.LocationLubbock, Texas | Lakewood, Colorado | Billings, Montana | Orono, MaineTravel0-5%ResponsibilitiesClient Partnership & RetentionOwn overall client satisfaction, retention, and NPS outcomesAct as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and supportCoordinate with regional teammates to deliver a unified client experienceBuild trusted relationships with assigned clients, acting as their primary point of contactLead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realizationDevelop and maintain tailored Client Success PlansOperate in a matrixed environment—balancing strategic guidance from the Director of ClientEngage 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 experienceProduct Adoption & Value RealizationAnalyze consumption gaps and help clients expand their product use to achieve specific business goalsEducate clients on features, updates, and product capabilities to maximize valueServe as a product liaison, connecting internal resources to client needsGuide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific valueIssue Ownership & CommunicationTake end-to-end ownership of client-reported issues and questions, even when resolution spans other teamsProvide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiryCollaborate with Regional team, Development, and Services to track progress and advocate for resolutionTransparently communicate both challenges and solutions, building trust through honesty and follow-throughStep in to handle support incidents as needed, especially during high-volume periodsClient Advocacy & FeedbackActively rack and improve assigned clients' NPS performance through relationship building, issue resolution, and value deliveryUse NPS data to inform outreach plans and success strategy adjustmentsDemonstrate a genuine passion for helping clients succeed and a belief in the value Tyler's solutions provideConfidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planningShare real stories of how other clients have solved similar problems or achieved specific goals with our toolsClient Health & Risk AwarenessMonitor client health scores and identify early indicators of churn or dissatisfactionTrack client engagement and usage trends to adjust success strategies accordinglyProactively flag at-risk accounts and collaborate internally to get them back on trackWhat Success Looks LikeClients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedbackDocumented increases in adoption and closed consumption gapsAll client-reported issues are resolved or escalated with clear, timely communicationStrong internal reputation as a reliable client advocate and issue ownerClear success stories and retained relationships over timeQualifications2+ years in customer success, support, or implementationStrong communication and follow-through with both clients and internal teamsAccountability mindset: sees issues through to resolution and keeps clients informedSkilled at analyzing client behavior, identifying trends, and driving improvementsComfortable managing multiple clients and priorities simultaneouslyState-Specific Salary Range Disclosure RequirementsSalary will generally fall between $66,585 - $70,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.Great Place to Work & Grow Your CareerCome join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.Taking Care of You & Your FamilyYour health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.Apply OnlineRequisition NumberRequisition Number: 2026-8723 #INDSS #LI-Hybrid #LI-NT1Scam PreventionExtend job offers to candidates we have never spoken with on the phone or in-personRequest financial information from candidatesOffer jobs through chat rooms, meetups, or hangoutsGet to Know Our Tyler FamilyAt Tyler, team members are valued and encouraged to innovate, while having fun along the way. Join us and see why we love working here.To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.While committed to serving the public sector, we're also dedicated to investing in our people. Be a part of our passionate community where you can grow.Join our Talent Network to stay connected and up to date on our latest job openings and talent news.Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.Don't be fooled by criminals making false employment offers, requesting personal and financial information, or impersonating Tyler management. In our recruiting practice, we do not ...#J-18808-Ljbffr