Client Experience Advocate

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