Client Success Manager

Why join us?

Geospatial technology is providing a new paradigm of integrating the disparate workflows, processes and importantly allowing different teams to collaborate more holistically. With this new paradigm, there are new opportunities to reinvent how businesses will flourish using geospatial solutions.

Over the past 40 years, Esri Singapore have worked with organizations in to deliver a wide variety of solutions, our users span across industries, from commercial and retail to national planning and public safety, and have driven the adoption of geospatial technology – Esri’s world-leading ArcGIS platform – as an integral part of their business, for better decision-making and business outcomes.

Esri Singapore is searching for individuals who are passionate, strategic thinkers who are focused on growth for customers. The Customer Success Manager team presents as the advocate for our customers, coaching them to adopt Esri technology and expand on it uses.

As a Client Success Manager (CSM), you are responsible for the complete post-sales lifecycle of a portfolio, where customers would extend their value on their investments with Esri Singapore, in line with their organizations’ mission and objectives, striving for project success, expanded usage and renewals.

Some key activities of a CSM include:

1. Proactively focus and manage Enterprise Agreements accounts
2. Drive adoption and expansion to grow the account
3. Drive uplifts in renewals across client portfolio
4. Position to grow services and other offerings
5. Create an operational model that supports the above

How will you benefit from this role?

You will:

1. Become a key influencer of the client’s Digital Transformation journey through the engagement of senior stakeholders on organization wide strategies, direction and mission
2. Contribute your ideas in participation in strategic discussions to shape client’s strategic directions.
3. Gain deep knowledge the customer’s business, understanding how Geospatial solutions can transform the customer’s business processes
4. Design and develop digital solutions with a team of Solution Consultants to identify and solve complex challenges faced by our clients
5. Work with a team of geospatial professionals supported by global experts

What does your role entail?

The responsibilities of a CSM in Esri Singapore fall into 4 broad categories. They are:

1. Client Success Management
2. Influence key decision makers and stakeholders to adopt geospatial technologies in their Digital Transformation journey.
3. Building strong relationships within the client’s organization to really understand the customer and be regarded as a trusted advisor to them enabling you to have a bigger impact on the organization.
4. The role of the CSM is to help the customer maximize the value of their investments in Esri’s technologies.
5. Identify opportunities in which Esri’s technologies may help solve customer challenges, recognizing root of the problem and ideate the possible technologies to resolve.
6. Enablement
7. Provide, organize, develop, deliver leading practices and material to customers based on their needs, roadmaps, work plan requirements.
8. Facilitate training webinars, ideation workshops, creating messaging content so that customers understand the best ways to use the tools.
9. Lead discussions with Subject Matter Experts and consultants to support the client.
10. Customer Support
11. Harmonizing and removing road blocks along the way in the administrative chain, ensuring customer satisfaction and smooth communications.
12. Adoption and Expansion
13. Ensure that the client organization is able to adopt the technology seamlessly.
14. Facilitate different parts of the client organization to adopt different aspects of the technology.

What experience is required?

1. Bachelor’s degree in Geography, Geographic Information Systems, Economics, Statistics, Engineering or Business or equivalent work experience
2. 3 - 5 years of working experience in the IT Software industry. Experience as a CSM (both in SaaS and non-SaaS business model) is a bonus.
3. Analytical and possess good problem-solving skills and proven ability to diagnose business problems.
4. Excellent communication skills to clearly articulate and explain design decisions, including the ability to create and deliver compelling presentations to technology and business audiences indicating the areas where the software will impact your customers
5. Possess a strong emotional control and can remain cool under pressure. Able to think on your feet and offer a calming presence and influencing others when things get hectic.
6. Familiarity in Enterprise grade software with hands-on software applications development, experience in delivering project or providing maintenance supporting
7. Have an interest in connectivity solutions (Integration, API management)
8. Familiar with SDLC, Waterfall model (Agile, Dev-Ops is a bonus)
9. Experience in ArcGIS products such as ArcGIS Desktop, ArcGIS Pro, or ArcGIS Enterprise will be a bonus
10. Proven experience in the application of GIS concepts and technologies is a bonus.
11. Possess experience in a Customer-facing role representing the organization in digital transformations with account/project management experience with a technology bias
12. Professionalism and Integrity in all that you do
13. A self-starter who is equally comfortable working independently and as part of a high performing team.
14. Willingness to travel to spend time onsite with strategic customers on occasion