Chief Client Officer

For more than two decades, Tyler has offered software as a service (SaaS) to the public sector through its private cloud. With state, local, and federal agencies increasingly moving to cloud vendors, we embarked on a multi-year strategy - prioritizing the development and deployment of cloud-native technologies - to become a cloud-first company. Tyler's client-facing functions have evolved during this period as separate organizations contained within each of Tyler's eight divisions.

Tyler is seeking a seasoned executive for a newly created Chief Client Officer (CCO) role. The CCO will be responsible for breaking down divisional silos to create a consistent "client-first" culture. Having the final decision authority on all client-facing initiatives, the CCO will develop and implement a comprehensive, cross-functional client strategy rooted in client values, experiences, and outcomes.

Key Responsibilities

• Unify all client interactions across Tyler's different functions and promote a "client-first" culture throughout the entire organization, prioritizing client-facing departments.
• Build a unified client-facing organization starting with client success and eventually expanding Tyler-wide to professional services and support functions.
• Drive profitable client behavior by approaching client relations with a business-development perspective and persistently looking for opportunities to expand, upsell, and grow the business.
• Partner with cross-functional teams - including sales, marketing, product development, and operations - to develop and execute an effective go-to-market strategy.
• Contribute insights and recommendations to inform Tyler's cloud transition, product development, marketing campaigns, and sales initiatives based on client feedback and market trends.
• Review and prioritize key performance metrics related to client success, professional services delivery, support performance, and overall client satisfaction.

As a part of Tyler's corporate staff, you will make an impact on outcomes that affect various areas of the company. Your work will ultimately support our team members, clients, stakeholders, and the public sector.

Location
Plano, Texas

Travel
10-25%

Qualifications

• Bachelor's degree in business administration, marketing, computer science, or a related field; MBA preferred.
• Proven experience in an executive role with a background in cloud-based organizations or multi-product software companies.
• Leadership experience in client-facing roles - with a track record of leading client success, professional services, and support teams - in a matrixed global organization.
• Strong strategic planning and execution skills, with the ability to translate client needs into actionable initiatives.
• Deep understanding of the public sector and SaaS industry preferred.
• Demonstrated ability to inspire and motivate teams to achieve goals.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve client outcomes.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.

This job description outlines the essential responsibilities and qualifications for the Chief Client Officer role in the software and government services industry. Adjustments can be made based on specific organizational needs and requirements.

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