Senior Customer Success Specialist

2 weeks ago

Herndon, Virginia, United States Tyler Technologies Full time
Job Title: Senior Customer Success

At Tyler Technologies, we are seeking a highly skilled Senior Customer Success professional to join our team. As a Senior Customer Success, you will play a critical role in ensuring our clients achieve their business goals and objectives through the effective implementation and utilization of our software solutions.

Responsibilities:
  • Proactively communicate and collaborate with external customers and internal application engineers to analyze information needs and functional requirements.
  • Act as the project expert regarding requirements elicitation, requirements analysis, and management, documenting requirements for iterative development, and the communication of business needs.
  • Develop a deep understanding of the client organization's current state and vision for the future, serving as a basis for identifying business needs and defining solutions that meet those needs.
  • Successfully engage in multiple initiatives simultaneously, working independently with end-users to define concepts and under the direction of project managers.
  • Serve as the conduit between the customer community and the software development team to achieve successful project functionality and configuration of products.
  • Represent Tyler Technologies in a positive manner with prospective, former, and current clients, suppliers, and the community we serve.
  • Interact effectively with a diverse group of staff, clients, and other customers of our services, learning and using operating practices of the department and Tyler Technologies.
Qualifications:
  • 5-7 years (or more) experience as a Business or Systems Analyst.
  • Strong understanding of the SDLC and Agile methodologies.
  • Extensive experience documenting software requirements and associated methodologies.
  • Very strong analytical skills, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse customer group, including executives, managers, and subject matter experts.
  • Able to create swim-lane diagrams and other process documentation.
  • Ability to manage multiple activities simultaneously.
  • Must have the ability to interact with clients and senior staff members from various organizations in the firm, industry, and government communities.
  • Experience with Case Management and Professional and Occupational licensure software solutions similar to Tyler Technologies, Application Platform/Regulatory Business Unit preferred.
  • Knowledge of relational database terminology modeling and design technique.
  • 5+ years of experience aligning the needs of business units with the capabilities delivered by information technology.
  • Extensive experience facilitating formal JAD Sessions, or other Requirements Discovery/Elicitation and Design workgroups.
  • Able to connect the project's objectives with the organization's strategic goals.
  • Able to facilitate a large group of multidiscipline participants to agree on common objectives using advanced facilitation techniques to brainstorm, reduce conflicts, and identify solutions.
  • Expert at eliciting the actual needs of stakeholders, not simply their expressed desires.
  • Experience with professional and occupational licensing boards/commissions preferred.

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