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Position

Client Success Manager

Company
Company
Esri Singapore
Place
Singapore
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Added: April 30, 2024

Over the past 40 years, Esri Singapore has provided organisations with a wide variety of geospatial solutions. Its users span industries, from commercial and retail to national planning and public safety and have driven the adoption of Esri’s world-leading ArcGIS platform as an integral part of their operations and processes, for better decision-making and business outcomes.


Every person in our team is highly skilled. With different technical and industry strengths, we are united in our love for what we do. We are each committed to delivering real outcomes, and our unwavering work ethic makes sure of it.


We are problem solvers – naturally curious and inquisitive – and absolutely committed to finding the optimum solution to an issue. Having the best product at our disposal enables us to combine the rich range of skills in our team to deliver powerful results to our clients.


As we continue to evolve our business, we are keen to do things smarter and faster. That’s where you come in!


About the Roles (2 roles available)


The CSM - under direction from the Lead/Head of CSM - will have overall responsibility for the client experience within either the AEC OR the Public Sector portfolio and will work collaboratively across Esri Singapore lines of business to ensure the Client Success Program is operationalised through our engagement model.


Working with our Architecture Engineering and Construction (AEC) and Public Sector clients, you will aim to generate maximum return on their investment and value by understanding and supporting their business outcomes.


These are some of the things you will be responsible for:


  • Developing strategic and tactical plans to elevate awareness, adoption and expansion of Esri/Esri Singapore technology, solutions and services.
  • Identifying and influencing key decision-makers at all levels across the designated client portfolio.
  • Building relationships with key personnel to generate and develop ideas.
  • Coordinating the efforts of Esri Singapore’s cross-functional teams that provide appropriate outcomes to clients.
  • Contribute to the further development of Esri Singapore’s client success program and to facilitate the adoption of client centric thinking within the office, team and the wider company.
  • Overall responsibility for the client experience with assigned clients – demonstrated by an improvement in the client health throughout the entire client journey.
  • Responsible for operationalising our client success program through an engagement model which consists of four distinct client life cycle objectives: Land; Adopt; Expand and Renew.


About You


You are an experienced professional with a focus on client-centricity, wrapped in commercial acumen. As a result, you will energise teams across Esri Singapore to deliver high-impact client-focused outcomes.


You can prioritise workloads and remain cool under pressure. Your excellent facilitation and communication skills are coupled with strong experience in managing client outcomes through exceptional stakeholder engagement.


You have a consultative engagement style that enables you to work effectively internally and with clients.


To be successful in this role you will need to bring along:


  • 8-10 years’ experience in Client Success, Account Management or Relationship Management roles.
  • A bachelor’s degree in associated business disciplines (Commerce, Computer Science, Information Technology, Geography, Geospatial Science, Remote Sensing and/or Surveying) will be highly regarded.
  • Ability to consult with and negotiate with C level executives, backed by a strong understanding of their business objectives.
  • Understanding and commitment to Client Success Management methodologies.
  • Ability to analyse business and technical outcomes of large and complex clients and apply spatial technology and solutions to achieve those outcomes.
  • Excellent analysis and problem-solving skills.
  • The ability to prioritise workload, manage time and schedule tasks whilst remaining resilient to changing priorities.
  • Proven ability to influence and lead cross-functional teams in client pursuits.
  • Flexibility to work outside of standard hours, with the ability to travel, as required.
  • Ability to work autonomously and as part of a team.
  • Working rights - You must hold current permanent and full-time working rights in Singapore;
  • Personality/behaviour aligns with Esri Singapore ’s core values.
  • Familiarity or experience with GIS and Esri technology will be highly regarded.


For further details or if you have any questions, please contact our Talent Acquisition team on +61 400 787 808 or by email at ttorche@esriaustralia.com.au


We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.


Please note that Esri Singapore does not accept unsolicited resumes from recruiters or employment agencies.

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