Client Experience Advocate

Description

The Client Experience Advocate is an entry-level client support role, serving as the first point of contact for client questions, issues, and service needs. As part of a regional team, Advocates deliver responsive, high-quality support while building foundational knowledge across the Tyler ERP Pro product suite. Advocates are expected to own each client issue-ensuring resolution or escalation while keeping the client informed every step of the way. Over time, they grow into subject matter experts by earning certifications in specific modules, becoming trusted go-to resources for both clients and peers.

Responsibilities

• Manage and respond to incoming client support needs with professionalism and care Own each issue through to resolution or proper escalation, ensuring the client is never left in the dark
• Document interactions and case details thoroughly in line with team standards
• Follow established processes to troubleshoot and resolve a broad range of product inquiries
• Maintain a learning mindset, actively working toward module-specific certifications
• Collaborate with teammates and regional leadership to ensure consistent, effective support
• Provide insight into common trends or client needs to support continuous improvement
• Participate in regional initiatives, trainings, and knowledge-sharing efforts as applicable
• Support clients during cloud transitions by reinforcing training and best practices, and escalating common pain points to regional leadership

What Success Looks Like

• Demonstrated ownership and follow-through on all assigned issues
• High-quality documentation and clear client communication
• Strong early performance across core support responsibilities
• Positive client feedback and low case reopen rates
• Completion of initial module certification(s) within defined timeframes
• Increasing depth of expertise in a specific module or functional area
• Recognized by teammates and managers as dependable, eager to learn, and growth-minded
• Demonstrated progression toward advanced certifications, regional projects, or mentorship responsibilities

Qualifications

• Desire to build a career in client support, client success, SaaS, or public sector technology
• Excellent communication skills and a strong service orientation
• Ability to manage multiple tasks and stay organized in a fast-paced environment
• Comfort learning technical concepts and using new tools
• Strong sense of accountability-you follow through even when the answer isn’t immediate
• Enthusiasm for growing product knowledge through training and certification
• Team-oriented with a commitment to learning and contributing to shared goals
• Must be able to work a 9pm to 6am PHST shift