Client Engagement Lead

Job description

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. Responsibilities Client Partnership & Retention Own overall client satisfaction, retention, and NPS outcomes Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support Coordinate with regional teammates to deliver a unified client experience Build trusted relationships with assigned clients, acting as their primary point of contact Lead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realization Develop and maintain tailored Client Success Plans Operate in a matrixed environment—balancing strategic guidance from the Director of Client Engagement 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 experience Product Adoption & Value Realization Analyze consumption gaps and help clients expand their product use to achieve specific business goals Educate clients on features, updates, and product capabilities to maximize value Serve as a product liaison, connecting internal resources to client needs Guide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific value Issue Ownership & Communication Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry Collaborate with Regional team, Development, and Services to track progress and advocate for resolution Transparently communicate both challenges and solutions, building trust through honesty and follow-through Step in to handle support incidents as needed, especially during high-volume periods Client Advocacy & Feedback Actively rack and improve assigned clients’ NPS performance through relationship building, issue resolution, and value delivery Use NPS data to inform outreach plans and success strategy adjustments Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler’s solutions provide Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning Share real stories of how other clients have solved similar problems or achieved specific goals with our tools Client Health & Risk Awareness Monitor client health scores and identify early indicators of churn or dissatisfaction Track client engagement and usage trends to adjust success strategies accordingly Proactively flag at-risk accounts and collaborate internally to get them back on track What Success Looks Like Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback Documented increases in adoption and closed consumption gaps All client-reported issues are resolved or escalated with clear, timely communication Strong internal reputation as a reliable client advocate and issue owner Clear success stories and retained relationships over time Qualifications 2+ years in customer success, support, or implementation Strong communication and follow-through with both clients and internal teams Accountability mindset: sees issues through to resolution and keeps clients informed Skilled at analyzing client behavior, identifying trends, and driving improvements Comfortable managing multiple clients and priorities simultaneously