Software Support Manager

Description

The Software Support Manager directs, establishes, and plans and implements the policies and procedures necessary to provide support for Tyler software products. His/her primary goal is to create and maintain a workforce capable of ensuring Tyler clients have a pleasant and beneficial experience with the Client Services Department.

Principal Duties

• Achieves and maintains the service goals of the Client Services Department, creates new ways for reaching these goals, and takes corrective action when goals are not met
• Directly manage employees on the support team:
• Address employee performance issues immediately through individual meetings and written communication;
• Provide regular reviews to each employee in writing and follow up with individuals on any areas that need improvement;
• Mentor Team Leads
• Interview and hire new employees; direct new employee training programs and monitor training needs for the team; monitor individual progress and take action as needed
• Monitors and improves upon monthly performance metrics
• Contributes to the execution of departmental strategic and tactical plans
• Respond to escalated client issues and negotiate solutions based on client needs and company policies
• Monitors in-peril client support (Tyler Care) activities
• Review product changes and defects with Software Development and provide them with client feedback to improve the overall product
• Actively work with all department managers to develop or improve Tyler’s services, goals and procedures
• Prepare reports and/or documentation concerning the team’s services, goals and needs
• Respects clients’ policies and procedures, and follows documented Tyler policies and procedures
• Performs other job-related duties and manages projects created for strategic clients as assigned

Scope and Impact (Accountability)

The Software Support Manager is accountable for the service levels of the team and the performance of their individual employees. The direct supervision and guidance of the team ensures goals can be met both as individuals and as a team.

Frequent interaction with Software Development to communicate the day-to-day needs of the Client Services Department is critical to providing excellent service. The Software Support Manager has a direct influence on how clients view Tyler’s responsiveness to product issues.

Timely response to escalated issues maintains client confidence in Support. Listening to the clients’ concerns and proposing a corrective action is the Software Support Manager’s responsibility. This also requires working with Implementation staff and Consulting Services to assist clients with tasks beyond the scope of technical support. Active participation in meetings and regular feedback provided by Software Support Managers impacts the company’s ability to improve services, products and implementations.

Complexity

The successful individual will be able to:

• Continually learn and review new products/technology changes that impact clients and analyze service levels in order to meet the team’s service goals.
• Communicate installed client needs and understand the competing needs that come from Sales and Implementation. Work with other departments to meet the requirements of installed clients.
• Artfully balance the clients’ individual needs with company goals and effectively negotiate with clients based on company decisions and policies.
• Take ownership for troubleshooting and resolving client issues outside direct area of responsibility.
• Demonstrate the ability to use management principles (planning, organizing, directing, developing and supervising) to build a team able to provide service that consistently illustrates a strong work ethic and respect for the client.
• Utilize resources to best support installed clients and develop services to reduce calls and/or increase employee productivity.
• Model desired organizational behavior as defined in the company values and leadership competencies.
• Cultivate, support and promote an organizational culture that provides for high performance, high morale, integrity, and teamwork.

Education, Experience and Special Skills

• BS/BA degree in related field or equivalent work experience is required.
• Expert-level experience with Tyler software products or 5+ years’ experience in Tyler’s Client Service organization is required.
• Strong desire to motivate and manage a team of professionals is required.
• Effective conflict management, resolution and communication skills are required.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment is required.
• Demonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.
• Excellent interpersonal skills are required, including verbal and written communications.
• Ability to travel preferred (less than 25%)