Software Support Account Manager - Tyler Technologies : Job Details

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Description

As a Software Support Account Manager, you will play a crucial role in providing dedicated Software Support and act as a liaison between Tyler, County IT, and County End Users. You will ensure the timely resolution of easy-to-moderate client software issues through data analysis and troubleshooting. As the primary contact for clients, you will advocate for their needs, address concerns, and facilitate communication between clients and internal teams. This role is vital in maintaining client satisfaction, retention, and revenue growth, and involves building strong relationships across all levels of the client organization.

Responsibilities

• Provide inbound support via phone, web, or email to resolve client inquiries effectively.
• Analyze data reports, forms, and web technologies; use SQL for issue resolution.
• Communicate clearly with clients and internal teams to manage expectations.
• Use Tyler's client management system to track and update client issues.
• Assist with writing estimates, documenting support processes, and submitting issues to development teams.
• Perform QA testing for software upgrades and provide training to end-users if needed.
• Create and enhance documentation; contribute to company knowledge bases.
• Participate in user groups, early adopter activities, and ongoing training to expand technical skills.
• Build and maintain strong client relationships, understanding their needs and environment.
• Coordinate release management, conduct regression testing, and facilitate client onboarding for updates.
• Manage escalations, support contract renewals, and ensure SLA compliance.
• Proactively identify areas for service improvement and foster long-term client partnerships.

Qualifications

• Bachelor's degree or equivalent experience.
• Strong interpersonal, organizational, and problem-solving skills.
• Basic knowledge of databases, SQL, and related technologies; exposure to .NET, XML, HTML preferred.
• Excellent communication skills, proactive mindset, and ability to work independently and in teams.
• Onsite presence at client locations in a hybrid work environment is required.

Additional Information

• Position level: Entry-level
• Employment type: Full-time
• Industry: Software Development