Client Experience Advocate

Overview

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.

Key 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

Top Requirements

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