Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Comprehend the needs of our clients.

• Devise a strategy to help clients maximize their use of Enterprise and ROK’s GIS Managed Cloud Services.

• Schedule regular meetings (Health Checks) with both new and existing customers to proactively understand their goals, challenges, and overall business model.

• Identify GIS, IT, and Esri stakeholders within our clients' organizations.

• Recognize common knowledge gaps across our client base and lead both formal and informal training sessions to enhance their understanding.

• Monthly Reports: Generate and distribute monthly service summary reports to our clients.

• Prepare and send amendment and renewal contracts when new services are requested or when annual expiration dates are nearing.

• Collaborate with the ROK Team to foster a genuinely client-centric approach.

• Assist with support tickets as required and coordinate with our Technical Team to prioritize and address Esri COTS related inquiries and issues.

• Create help guides, training videos, white papers, and other resources on various topics.

• Support the Client Success Director in enhancing the client portal and developing/maintaining a knowledge base for clients.

• Work alongside the Implementation Project Management Team to gain a comprehensive view of clients transitioning to Managed Services.

• Esri training: Keep updated on new offerings and notify the team about training opportunities. When feasible and pertinent, take notes from attended training sessions and share them with the team.

⛳️ Requirements

• Over 5 years of experience working with enterprise GIS solutions/systems utilizing the ArcGIS platform (Desktop, Enterprise, Field Apps, and AGOL).

• Expertise in the ESRI product line, including ArcGIS Desktop, ArcGIS Pro, ArcGIS Enterprise, AGOL, and related desktop extensions.

• Exceptional organizational, verbal, and written communication skills, with the ability to convey information effectively to customers without an IT background.

• Proven problem-solving abilities with quick-thinking skills.

• Strong interpersonal and customer service skills to foster and maintain client relationships.

• Recommended Qualifications

• Experience with Salesforce.

• Background in designing, implementing, and/or administering enterprise GIS solutions/systems utilizing the ArcGIS platform.

• ESRI ArcGIS Professional Certification(s).

• AWS/Azure Cloud Certification(s).

🏝️ Benefits

• Health insurance.

• Professional development.