Client Success Manager

Socrata Washington , DC 20319

Posted 2 months ago

Our mission at Socrata, the Data & Insights Division of Tyler Technologies, is to help government use data more strategically and effectively in the design and delivery of their programs and missions.

Socrata is about to embark on its next stage of robust growth as part of Tyler Technologies. On April 30, 2018, Tyler Technologies (NYSE:TYL), the leading provider of end-to-end information management solutions and services for local governments acquired Socrata, the market leader in making existing government data discoverable, usable, and actionable for government workers and the people they serve. The potential to layer Socrata's powerful data technology on top of Tyler's mission-critical line of business systems in more than 15,000 local government organizations will allow Socrata to provide data and insights on a scale that has the opportunity to fundamentally change the way governments understand their operations, use their resources, and serve their constituents.

Now is the time join Socrata, the Data & Insights Division at Tyler, and help governments serve constituents and improve society in the most modern, efficient, digitally-savvy ways possible.

Our data-as-a-service platform and cloud-based solutions support the world's most effective open and internal data sharing programs at every level of government. Our clients include the US Federal Government, half of the US states, and most major US cities and counties. That list includes states like New York, Texas, Massachusetts and Utah; cities like Seattle, Chicago, Los Angeles and New York City; and Federal agencies like the Centers for Disease Control and Prevention (CDC), US Department of Commerce, the US Department of Transportation and the Centers for Medicare & Medicaid Services! Our select, few non-governmental clients are ones with influence over government data policy, including the World Bank, the United Nations, and the European Commission.

How We Act

How we act with each other and our clients embodies the core values and our code of conduct:

  • We value big ideas and creative execution

  • We build open and honest relationships

  • We are results driven and accountable

  • We celebrate success together

  • We aspire to be remarkable

  • We take individual responsibility for the success of every client

Do you share our values? Is this the kind of environment where you'll feel empowered to do your best and most meaningful work?

What You'll Be Doing

We are looking for a passionate Client Success Manager (CSM) to join our team and help governments across the country solve their toughest problems through the use of data. Working shoulder to shoulder with innovative governments at all levels, CSMs take on real-world problems in education, health, energy, public safety, transportation, economic development, international development, and more. The core of this role is long term relationship management and creative problem solving. You will not be working on support related issues or doing project based work. This role is perfect for an entrepreneurial, mission driven person who is great at creative problem solving and building authentic relationships with customers.

Location is flexible.

The key responsibilities for this role are:

  • Show our amazing customers how to leverage the Socrata platform in their daily work and ensure they are extracting maximum value by tracking the usage, adoption, retention, program outcomes, and overall account health.

  • Act as a trusted advisor to our customers, providing proactive, focused attention to continuously ensure they are deriving value and experience a measurable impact from their work with Socrata.

  • Be an ambassador for our customers within the company, providing consistent feedback on where customers are achieving their goals, and where their needs are not being met.

  • Champion Socrata across your portfolio of customers, educating them on the multitude of exciting ways we can enable them to achieve their mission and make their daily lives easier.

On a Typical Day You Might...

  • Work hand-in-hand with the leadership of the City of Austin to build out a roadmap for advancing its data management, performance management, and data analytics practices

  • Take an intractable problem such as traffic congestion and work with the City of Seattle to find a data-driven and elegant set of solutions

  • Facilitate a meeting with a County Department Director, Chief Information Officer, and their staff to develop a data-driven, programmatic approach to drive platform adoption and engagement across their organization

  • Have a recurring block of time on your daily schedule to monitor a customer's health, usage and ongoing/changing needs and develop and execute playbooks to assist them in maximizing value from our solutions

  • Collaborate with Socrata's Global Services team and Sales team to develop a repository of best practices and new trends regarding data management, performance management, and data analytics

  • Facilitate a customer-to-customer collaborative learning session during a regional community event

  • Using data from our Product, Support, and Services teams, proactively identify customers with low or inadequate adoption and develop and execute risk mitigation plans

Required Knowledge and Skills....

  • You have experience working in government, public policy, public administration, or a related field as well as a deep understanding of how government works

  • You have superb structured, analytical thinking skills. Every day you'll need to break down problems, reason through uncertainty, and investigate root causes.

  • You can work autonomously but also enjoy collaborating with others, mentoring and teaching.

  • You're skilled at finding ways to unblock yourself, your customer, and your team

  • You have a working understanding and can beautifully articulate and simplify concepts pertaining to web fundamentals from data analysis, to user experience design, to APIs.

  • You have customer facing experience (customer service, program management, consulting or sales) that includes issue resolution and escalation management at both the business owner and executive levels.

  • You have demonstrated a proven ability to collaborate and build strong relationships at technical and Senior Executive levels

  • You are naturally curious and are not afraid to ask questions, while also having the ability to work independently and in a result-oriented environment and do not need to be micromanaged

  • You have sophisticated interpersonal skills including the ability to establish Trusted Advisor working relationships with our customers

  • You are able to run a meeting with multiple stakeholders and multi-level audiences

  • You have a passion for our mission of unleashing data-driven innovation in government

  • You're able to travel up to 40% of the time

  • You are a clear, articulate speaker with poised, confident presence who is comfortable delivering presentations in front of executive-level audiences

  • You have strong organizational and time management skills with the ability to manage a portfolio of accounts

Preferred Knowledge and Skills

  • You are familiar with cloud software/SaaS products with 5+ years industry experience

  • You have a strong understanding of public sector data management, data analytics, performance management and budgeting

  • You have some knowledge of major government IT systems, information architecture best practices, data science, and emerging technology

  • You have a BA/BS or MS degree

About Us

Tyler Technologies (NYSE: TYL) is a leading provider of end-to-end information management solutions and services for local governments. Tyler partners with clients to empower the public sector - cities, counties, schools and other government entities - to become more efficient, more accessible and more responsive to the needs of their constituents. Tyler's client base includes more than 15,000 local government offices in all 50 states, Canada, the Caribbean, Australia, and other international locations. In 2017, Forbes ranked Tyler on its "Most Innovative Growth Companies" list, and Fortune included Tyler on its "100 Fastest-Growing Companies" list. Headquartered in Plano, Texas, Tyler has more than 4,200 employees in multiple divisional and regional offices across the U.S. You can learn more about Tyler Technologies at www.tylertech.com.

The Data & Insights Division employs 150 team members, and is headquartered in a vibrant and creative workspace in Seattle, WA. You can learn more about this remarkable division of Tyler at https://www.tylertech.com/products/socrata.

Competitive salary including a 401K with employer match, employee stock purchase plan, as well great health benefits are offered. Qualified applicants are encouraged to apply right here!

Tyler Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Tyler Technologies will not tolerate discrimination or harassment based on any of these characteristics. Tyler Technologies encourages applicants of all ages.

At the Data & Insights division of Tyler, we aspire to be remarkable: in the culture we create, the products we build, and the services we deliver. We believe a diverse team that embodies many different backgrounds and experiences is necessary for us to be the best we can be. Within the division, we pursue a culture of inclusivity by identifying and removing aspects of our culture that stop people from being able to do the best work of their lives in physical and emotional safety, while being their authentic selves. We seek diversity, equity, and inclusion across our organization and in our daily work as individuals.

We understand change takes time and that we still have work to do, and we are committed to making continual progress.


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Client Success Manager

Socrata