Senior Vice President, Global Professional Services Council

Tyler Technologies•Plano, TX

35d

About The Position

Description Responsibilities Strategic Leadership Lead Tyler's enterprise-wide client Professional Services experience strategy, ensuring consistent standards, frameworks, and practices across all divisions. Chair and guide the Professional Services council, providing structure, prioritization, and accountability. Partner with division presidents and functional (Service Delivery and CX) leaders to align enterprise client experience priorities with divisional needs. Help define new and innovation Professional Services portfolio offerings and market segment centric use case solutions. Execution & Operational Excellence Drive rapid alignment with the CX Center of Excellence (COE) strategies and embed best practices at the practitioner level. Establish and monitor consistent service standards and KPIs (both leading and lagging), define performance targets and measurement frameworks across Professional Services functions. Drive council governance to ensure transparent executive-level reporting and accountability for key enterprise-wide Professional Services outcomes, including margin performance and Net Revenue Retention. Enable decision-making and innovation within and across service delivery functions. Lead change management initiatives for deployment of new Professional Services standards, frameworks, and tools in collaboration with the CX Center of Excellence and divisional leaders. Instill discipline to improve financial and margin performance with a goal of being margin neutral or positive within 18 months Collaboration & Culture Foster strong alignment and collaboration across service delivery and GTM functions, divisions, and enterprise priorities. Empower council members and their teams to take initiative, innovate, and own outcomes while maintaining enterprise consistency. Support development of consistent role definitions, practitioner competencies, and workforce planning across Professional Services to enable scalable growth and high-value client outcomes. Serve as a unifying leader who can break down silos, build trust, and encourage shared accountability. Client & Executive Engagement Represent the client experience voice with executive leadership, council members, and Tyler clients. Build credibility and transparency through regular reporting, dashboards, and measurable outcomes. Partner with clients, proactively incorporating feedback into enterprise strategies and service delivery models.

Requirements

15+ years of leadership experience in client experience leadership roles such as professional services or customer success; enterprise software or SaaS background strongly preferred.
Demonstrated ability to lead and influence through a matrixed environment - councils, committees, or cross-functional governance rather than direct reporting lines.
Proven success in driving transformation across multiple business units/divisions in a complex enterprise environment.
Strong strategic acumen with the ability to translate enterprise priorities into operational execution.
Excellent communication, facilitation, and influence skills with executives, practitioners, and clients.
Executive presence with a track record of building trust and credibility across diverse stakeholders.

Responsibilities

Lead Tyler's enterprise-wide client Professional Services experience strategy, ensuring consistent standards, frameworks, and practices across all divisions.
Chair and guide the Professional Services council, providing structure, prioritization, and accountability.
Partner with division presidents and functional (Service Delivery and CX) leaders to align enterprise client experience priorities with divisional needs.
Help define new and innovation Professional Services portfolio offerings and market segment centric use case solutions.
Drive rapid alignment with the CX Center of Excellence (COE) strategies and embed best practices at the practitioner level.
Establish and monitor consistent service standards and KPIs (both leading and lagging), define performance targets and measurement frameworks across Professional Services functions.
Drive council governance to ensure transparent executive-level reporting and accountability for key enterprise-wide Professional Services outcomes, including margin performance and Net Revenue Retention.
Enable decision-making and innovation within and across service delivery functions.
Lead change management initiatives for deployment of new Professional Services standards, frameworks, and tools in collaboration with the CX Center of Excellence and divisional leaders.
Instill discipline to improve financial and margin performance with a goal of being margin neutral or positive within 18 months
Foster strong alignment and collaboration across service delivery and GTM functions, divisions, and enterprise priorities.
Empower council members and their teams to take initiative, innovate, and own outcomes while maintaining enterprise consistency.
Support development of consistent role definitions, practitioner competencies, and workforce planning across Professional Services to enable scalable growth and high-value client outcomes.
Serve as a unifying leader who can break down silos, build trust, and encourage shared accountability.
Represent the client experience voice with executive leadership, council members, and Tyler clients.
Build credibility and transparency through regular reporting, dashboards, and measurable outcomes.
Partner with clients, proactively incorporating feedback into enterprise strategies and service delivery models.