Client Success Manager

Your Day to Day

• Understand our clients. Develop a strategy to assist clients in making the most of their Enterprise and client GIS Managed Cloud Services.
• Establish Regular meetings (Health Checks) with newly onboarded and existing customers to ensure we are proactively trying to understand their goals, challenges, and overall business model.
• Identify GIS, IT, and Esri stakeholders within and servicing our clients' organizations.
• Understand common knowledge gaps across our client base and lead formal and informal training sessions to assist with their understanding.
• Monthly Reports: Create and send monthly, service summary reports to our clients.
• Create and send amendment and renewal contracts when new services are requested or annual expiration dates are approaching.
• Collaborate with the Team. Help to build a truly client-centric team.
• Assist with support tickets as needed and work with our Technical Team to prioritize tickets and address Esri COTS related questions and issues.
• Develop help guides, training videos, white papers, etc. on a variety of topics
• Support the Client Success Director to mature the build-out of our client portal and develop/maintain a knowledge base for clients
• Work with the Implementation Project Management Team to get a holistic view of clients moving into Managed Services
• Esri training: Stay abreast of new offerings and alert the team to training opportunities. When possible and relevant, capture notes from attended training and communicate them back to the team.

Requirements

• 5+ years of experience working with enterprise GIS solutions/systems that leverage the ArcGIS platform (Desktop, Enterprise, Field Apps and AGOL)
• Proficiency with the ESRI product line, including ArcGIS Desktop, ArcGIS Pro, ArcGIS Enterprise, AGOL, and related desktop extensions
• Excellent organizational, verbal and written communication skills, and the ability to effectively communicate with customers who do not have an IT background
• Demonstrated problem-solving skills with the ability to think quickly
• Strong interpersonal and customer service skills for building and maintaining relationships with clients.

Desired

• Experience with Salesforce
• Experience designing, implementing, and/or administrating enterprise GIS solutions/systems that leverage the ArcGIS platform
• ESRI ArcGIS Professional Certification(s)
• AWS/Azure Cloud Certification(s)