Client Experience Business Analyst

Remote | Yarmouth, Maine | Troy, Michigan | Plano, Texas

10-25%

• Provide complex data analysis; organizes, sorts, and filters data to measure and report on the performance of the Client Experience organization using dashboards, reports, etc.
• Define and document standards and methodologies to be adopted across Tyler as it relates to sales, marketing, professional services, support, client success and legal processes.
• Define, create and maintain dashboards.
• Track and report on key Client Experience metrics, ensuring accuracy of data.
• Plan and conduct discovery and training sessions with business users, document their needs in the form of functional requirements documents that will be presented to developers.
• Evaluate sales, support, professional services, marketing, legal and client success performance measured against goals and quotas; distribute results to management in a timely manner.
• Manage licenses and vendor relationships.
• Maintain and distribute executive level dashboards and scorecards; handle ad-hoc and standing management or customer requests.
• Collect and analyze data to distinguish patterns, recognize trends, identify root causes of problems, establish baselines for further analysis, etc.
• Develop programs, methodologies, and files for analyzing and presenting data.
• Develop and maintain queries using database applications and analytical tools, such as CRM, Teams, CPQ, MS Project, Contact Center and Power BI.
• Provide content for executive presentations and reports.
• Conduct ad-hoc analysis & projects as needed to support business needs.

• Bachelor's degree in business, finance, computer science or related fields, or comparable work experience
• Sales, support, professional services, client success, operations, marketing or related experience preferred
• Familiarity with CRM system, preferably Microsoft Dynamics CRM
• Familiarity with CPQ systems, preferably Experlogix
• Experience in business process analysis, business requirements gathering, software application setup and configuration, or similar experience
• Hands-on data analysis, querying and reporting experience
• Exceptional written and verbal communication skills, with the proven ability to effectively communicate with all management levels
• Excellent quantitative, analytical, and problem-solving skills
• Highly organized and motivated with the ability to work on multiple projects and the ability to manage projects to completion
• Ability to work independently and as part of a team
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment
• Knowledge of Microsoft Teams, Microsoft PowerPoint, SharePoint, Excel and Office Products is essential
• Proven ability to meet deadlines and follow-through on details
• Develop and maintain effective relationships with business units and cross-functional teams
• Maintain, enhance and support the use of CRM, Quoting, Document Management and other systems critical to Customer Facing teams.
• Provide first level of support to business users as it relates to reporting, and key Client Experience application usage.
• Provide business analysis and first level support for business technology needs.
• Assist in defining processes and tools to make business users more effective, and with better information to sell and expand Tyler's market share, improve customer satisfaction, increase retention and reduce operational costs.

Salary will generally fall between $80,053 - $120,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.