Vice President, Client Experience - School Admin Solutions & School ERP Pro

Apply Online

• Leadership & Vision: Define and execute a strategic vision for the Client Advocacy Organization that aligns with the overall goals of School Admin Solutions and Tyler Technologies' cloud transformation. This includes creating a client-first mindset throughout the organization.
• Client Advocacy: Establish client success as a mindset and operational framework that enhances the value our customers derive from our cloud solutions. Lead initiatives to transform our relationships with clients from reactive support to proactive advocacy.
• Client Success Strategy: Develop and manage a comprehensive client success strategy focused on high client satisfaction, retention, cloud adoption, and maximizing recurring revenue. Use insights from product analytics to drive customer outcomes.
• Team Leadership & Development: Build and manage a high-performing team of Client Experience Managers (CXMs) and other client engagement roles. Develop training programs to empower the team with the skills and knowledge necessary for proactive client support and advocacy.
• Cross-Functional Collaboration: Partner with Sales, Product, Development, Implementation, and other adjacent teams to ensure a seamless client journey-from implementation to adoption and ongoing expansion. Enable a proactive feedback loop that keeps all stakeholders informed and agile in addressing client needs.
• Metrics & Accountability: Establish metrics to measure the success of the client advocacy efforts. Develop key performance indicators (KPIs) for client retention, churn reduction, ARR growth, and advocacy (ie NPS). Track and report outcomes to the General Manager and senior leadership.
• Client Insights: Utilize product usage analytics to identify trends, drive user experience (UX) improvements, and determine where features or configurations should be simplified. Foster a culture of "addition by subtraction" where simplicity drives value.
• Executive Sponsorship & Escalation: Serve as an executive sponsor for key client accounts, ensuring proper support and intervention at the highest level to strengthen client relationships.
• Cloud Adoption & Value Realization: Ensure clients derive meaningful value from transitioning to our cloud solutions, helping them through their transformations by ensuring they are equipped to fully leverage our cloud-native features.

• Experience: 10+ years of experience in client success, account management, or customer advocacy, with at least 5 years in a senior leadership role.
• Industry Knowledge: Strong background in SaaS/cloud-based technologies; experience in K-12 education or public sector software is highly desirable.
• Proven Track Record: Demonstrated success in leading large client success teams with measurable improvements in customer satisfaction, retention, and ARR growth.
• Leadership Skills: Strong leadership and team-building skills, with a track record of building, mentoring, and scaling high-performing teams.
• Data-Driven Mindset: Ability to use client analytics and data to drive decision-making, deliver client outcomes, and develop success metrics.
• Strategic Vision: Ability to think strategically while also executing tactically. Proven track record of turning strategic vision into operational execution.
• Communication & Influence: Exceptional communication skills, with the ability to influence cross-functional teams and build strong relationships with internal and external stakeholders.
• Client-First Attitude: Passionate about delivering outstanding client experiences and fostering long-term client relationships.

Apply Online

Requisition Number:2024-5995