Client Success Analyst

Richmond, Virginia

0-5%

• Proactively communicate and collaborate with stakeholders to understand and analyze client needs, current client statuses, updates on client issues, and client temperaments.
• Responsible for the coordination of cross-functional resources (Support, Sales, Development, Product, Implementation) to support clients with the resolution of various issues.
• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
• Demonstrate a thorough understanding of key product areas that are most impactful to clients.
• Meet regularly (weekly, bi-weekly, monthly, based on client need) with clients to address issues and drive resolutions.
• Work closely with the Client Success Managers and Support Analysts to ensure seamless communication and coordination.
• Successfully engage in multiple initiatives simultaneously.
• Align with Product Owners and meet regularly to understand the product roadmap.
• Document and advise clients on operational best practices (Help Desk, Business Process Changes, Disaster Recovery, etc.).
• Identify systemic drivers of customer dissatisfaction and recommend solutions to appropriate internal Tyler teams.
• Perform other client success tasks as needed to support the overall success of the unit.
• Actively contribute back to other Tyler units by sharing best practices and process improvements.
• Represents Tyler Technologies most positively internally and in the communities we serve.

• BS/BA degree in a related field or equivalent experience is desired. 2-4 years of customer service/success experience.
• An entrepreneurial spirit and a desire to be proactive.
• Excellent planning, organizational skills, and ability to follow through until tasks are completed.
• Proven ability to problem-solve and maintain composure in high-pressure situations.
• Strong analytical ability, particularly in a technical environment.
• Self-motivated, proactive, and able to work independently or as part of a team.
• Excellent interpersonal skills, including verbal and written communication, teamwork, and customer service skills.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Ability to travel required.

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