Senior Customer Success

Description

• Proactively communicate and collaborate with external customers, and internal application engineers to analyze information needs and functional requirements, and deliver artifacts such as Requirements Documents and Spec
• Act as the project expert regarding requirements elicitation, requirements analysis, and management, documenting requirements for iterative development, and communicating business needs
• Understanding the current state of the client organization while at the same time tracking the vision of where a client organization wants to be (As is/to be)
• Develop that understanding to serve as a basis for the later identification of business needs and to define solutions that meet business needs, goals, or objectives
• Successfully engage in multiple initiatives simultaneously
• Work independently with end-users to define concepts, and under the direction of project managers
• Serves as the conduit between the customer community and the software development team to achieve successful project functionality and configuration of products
• Represents Tyler Technologies in the most positive manner with prospective, former, and current clients, suppliers, and the community we serve
• Interacts effectively with a diverse group of staff, clients, and other customers of our services, learns and uses operating practices of the department and Tyler Technologies

• 6-8 years (or more) experience as a Project Manager and 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 the 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 techniques
• 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 multidisciplinary 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.
• Experience with Case Management and Professional and Occupational licensure software solutions similar to Tyler Technologies, Application Platform/Regulatory Business Unit preferred