echojobs.io
Login

Tyler Technologies

Software Support Account Manager

Charlotte, NC
SQL .NET HTML
Search for More Jobs Talk to a recruiter now 💪
Description

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.  A Software Support Account Manager will ensure timely resolutions of easy-moderate client software issues through data analysis and functionality troubleshooting.  As the dedicated point of contact for the client you will become an advocate for our client and work closely with them to understand their needs, address their concerns, and facilitate effective communication between our client and our internal teams. The Software Support Account Manager is a dedicated face of Tyler Technologies for our clients and works hand in hand daily to impact client satisfaction, retention and revenue growth.  This position is responsible for maintaining relationships with all levels of the client organization.  By developing a positive client relationship, this position can also increase sales by providing positive reference for potential clients and helping them set a vision for their organization. The Software Support Account Manager handles Software Support issues that are easily resolved.  As the incumbent gains knowledge the complexity of issues may increase towards a more moderate level of difficulty.

 

Responsibilites

  • Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
    •  Analyzes data reports, forms, and web technologies.
    • Uses and programs SQL to resolve basic to moderate issues.
    • Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
  • Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
  • May assist with writing estimates for software modification specifications and documentation of support processes.
  • May submit client issues to development team for resolution as needed.
  • Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
  • May provide training to client end-users.
  • Creates or enhances documentation throughout the support process.
  • Contributes to company knowledge library and/or Tyler Community.
  • May participate in Early Adopter activities.
  • May participate in User Group meetings and activities.
  • Commits to expanding technological skills and knowledge of the Tyler products.
  • Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
  • Build and maintain strong relationships with clients, serving as their main point of contact and trusted advisor.
  • Conduct thorough assessments of client needs and requirements, understanding their technological goals and challenges.
  • Promote client satisfaction and loyalty by demonstrating an understanding of their critical business issues and delivering services that help meet their business objectives.
  • Facilitate clear and timely communication between the client and internal teams, ensuring that information flows effectively between both parties.
  • Act as a passionate advocate for our clients within the organization, ensuring their needs and concerns are addressed promptly and effectively
  • Work with all customer service departments to ensure client needs are addressed.
  • Collect and analyze client feedback to identify trends, areas for improvement, and opportunities to enhance client satisfaction and loyalty.
  • Demonstrate a thorough understanding of key product areas that are most impactful to your client.
  • Demonstrate a thorough understanding of client environments and infrastructure
  • Execute successful release management of customer environments, guiding customers via regression testing plans and conducting release planning meetings for user readiness
  • Foster long term relationships with key client base and decision makers
  • Align with Client Executives and meet regularly to understand client roadmap
  • Drive proactive account management activities
  • Build rapport with clients and employees while actively influencing events and negotiating differences to achieve project goals.
  • Demonstrate the latitude for independent judgment and decision making with little to no guidance
  • Demonstrate ability to manage strategic account with little to no supervision.
  • Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
  • Demonstrate the ability to achieve results without having direct control of the resources.
  • Understand contract terms for the client.
  • Demonstrate the ability to apply fundamentals of project management best practices to daily activities.
  • Serves as point of contact for client escalations and all client communications.
  • Assist Professional Services and/or Sales with facilitating renewals of client contracts and/or with add-on sales opportunities.
  • Manages service level agreements (SLA) compliance.
  • Performs other duties as assigned.
  • Communicate professionally, clearly, and appropriately with clients and coworkers.
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
  • Solve problems effectively in an ever-evolving environment.
  • Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
  • Maintain composure under pressure.
  • Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  • Work effectively both independently and in a team-oriented environment.
  • Effectively utilize available resources.
  • Accurately record all details and progress in incident tracking system(s).
  • Proactively improve knowledge and develop analytical and technical skills.
  • Display a strong technical aptitude and the ability to quickly grasp and articulate complex technical concepts.
  • Demonstrate the ability to build rapport and establish trust with clients.
  • Demonstrate exceptional organizational and time management skills, with the ability to handle multiple clients and tasks simultaneously.

Qualifications

  • Bachelor's degree in related field or equivalent experience.
  • Excellent interpersonal skills.
  • Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment.
  • Excellent written and verbal communication skills.
  • Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
  • Exposure to relational databases or SQL desired.
  • Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired.
  • Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools a plus.
  • Problem-solving mindset with the ability to navigate and resolve client issues effectively.
  • Proactive and self-motivated with a strong sense of ownership and accountability.
  • Familiarity with CRM software and ticketing systems for client management and issue tracking.
  • Must possess a competitive drive and results-oriented approach.
  • Must be a self-starter in addition to a team player
  • Ability to establish and maintain effective working relationships with client and employees.
  • Position requires being onsite at Client’s office Full Time.

Tyler Technologies
Tyler Technologies
GovTech Information Services Software

0 applies

2 views

Other Jobs from Tyler Technologies

Senior .NET Software Engineer

Vancouver, British Columbia

Similar Jobs

Director Software Engineering

Mumbai, India Chennai, India

.Net Software Developer

Mexico City, Mexico

There are more than 50,000 engineering jobs:

Subscribe to membership and unlock all jobs

Engineering Jobs

60,000+ jobs from 4,500+ well-funded companies

Updated Daily

New jobs are added every day as companies post them

Refined Search

Use filters like skill, location, etc to narrow results

Become a member

🥳🥳🥳 401 happy customers and counting...

Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.

To try it out

For active job seekers

For those who are passive looking

Cancel anytime

Frequently Asked Questions

  • We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
  • Salaries for the engineering jobs on our site range from $100K-$200K. On average, senior engineer positions on our EchoJobs are about $160K.
  • The EchoJobs positions have been sourced and vetted from the top companies to work for in the US as a software engineer, including LinkedIn and other reputable job sites. We also have syndicated jobs from companies that have just raised funding, as well as those that have great unique products and culture. From all of these sources, our founder, Morgan, has also resourced the company's authenticity in terms of their website, public appearance, and more.
  • Yes, our users asked us for just this, so now our search filters allow you to search for your top jobs via location, as well as by onsite, remote, or both. Approximately 30% of our jobs are remote, so you’ve got the best options for you!
  • We have not yet implemented this option, but are considering doing so in the future. For the moment, you would need to cancel your subscription, and resubscribe when you wanted to come back.
  • We add new jobs to EchoJobs every day! We scan our sources for the newest jobs, verify them, and post them to EchoJobs within minutes. We add about 2,000-3,000 new jobs for you each day!
  • From starting your job search to getting hired, the entire job search process can take us software engineers anywhere between 3-6 months. However, at EchoJobs, we’re striving to shorten this duration by finding the best, newest jobs for you, so you can do less job searching, and more applying.
  • We’d recommend checking EchoJobs daily, as we add new jobs to the site each day. Additionally, if you got a chance to read our previous email on “what makes EchoJobs different from any other job search tools,” we also recommended that you set a job alert based on your job filters, so if you get emails on those new jobs, you could be checking more than once per day.
  • If you decide to continue with us after the 1-month trial, we definitely recommend this, as we all know it usually takes 3-6 months to find a quality job as a software engineer these days. So to best support you, we just adjusted our membership options at EchoJobs to monthly, 3 months, or 12 months (this option is more for passive job seekers looking a little bit for the future if they want to come back to work or make a job switch potentially. This lets you see what’s out there in case an even better fit job becomes available.)
  • EchoJobs is truly the only job site of its kind. We want to be THE spot for you to find the best job for you, and haven’t encountered any other company doing this. Other job sites are in niches besides software engineering or focus on a small portion of engineering jobs (like a specific coding language). In the words of Morgan, our founder, “I think what makes EchoJobs different is the amount of jobs, frequency that we add new jobs (we add 2,000-3,000 new jobs daily!), and the powerful search engines to find exactly the job you want more easily and efficiently. We can provide you with the most jobs that are vetted by us, we’ll continually find more new jobs for you, and we make it easier for you to apply and get hired.

What Fellow Engineers Say