Customer Success Manager, AEC

March 12

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Esri Canada

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Esri Canada is an innovative company specializing in geographic information system (GIS) technology. It develops ArcGIS, the world’s leading GIS mapping software that integrates and connects data through geographic context. Esri Canada supports a diverse range of organizations across various sectors, helping them enhance their operations and strategies with geospatial insights.

professional services • location intelligence • spatial analytics • analytics • asset management

501 - 1000 employees

Founded 1984

🔌 API

🤖 Artificial Intelligence

🔬 Science

📋 Description

• Establish a trusted strategic advisor relationship with customers to drive strategic value. • Work with key customers to establish critical goals, key performance indicators and aid the customer in achieving their goals and overall vision through development of a Customer Success Strategy, including a multi-year roadmap. • Identify, document and communicate key software feature enhancement requests on behalf of key customers. • Identify and recommend the best use of GIS and locational intelligence within an organization to promote customer success and a ROI from their investment in Esri Canada solutions. • Assist in continuous improvement in refining client persona’s to strengthen the ideal target end users. • Develop and maintain product knowledge. • Help to identify and support the resolution of customer problems or issues and work with the appropriate Esri Canada teams to mitigate or resolve them. • Work with and support Account Managers and Inside Sales team to strengthen client relationship and trust. • Support Account Managers and Inside Sales team with sales calls, new sales programs to foster increased revenues. • Work closely with Esri Product team as well as Industry Managers to understand product functionality, limitations and future roadmap. • Conduct regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for additional value through Esri's products and services. • Lead the onboarding process for new clients, ensuring they understand how to effectively use Esri’s solutions to achieve their specific AEC-related goals. • Proactively drive renewals and expand the adoption of Esri products within existing accounts by identifying opportunities for upselling and cross-selling additional services or solutions. • Support the development of technical proposals, RF(x)’s, SOW’s, and implementation plans as needed working with the Professional Services team.

🎯 Requirements

• Minimum 5 years’ direct experience working with AEC firms and or GIS companies in sales, consulting, or business development role. • Proven success in working closely with both technical teams (e.g., GIS specialists, AutoCAD technologist, Engineers) and customer stakeholders to ensure alignment and project success. • Sound understanding of the use of GIS in AEC practices. • Strong knowledge and experience with current Esri Enterprise software offerings in the areas of desktop, server and online/web technologies. • Strong problem-solving skills combined with the ability to develop and present innovative ideas and conceptualize new approaches and solutions to customer business problems. • Strong knowledge of how GIS integrates with typical AEC workflows, including design, construction, operation, and asset management processes, to provide solutions that optimize customer outcomes. • Prior experience with customer/account management. • Ability to interact with client teams at various levels of technical and non-technical depth, particularly at the executive / senior leadership level. • University Degree and or College Diploma in a related field of study such as planning, architecture, engineer, construction, or environmental management. • Working knowledge of standard industry products including AutoCAD, Civil3D, Autodesk Construction Cloud (ACC), BIM360, and Revit. • A familiarity with InfraWorks, Bentley MicroStation, ProjectWise, BlueBeam Revu, and Hexagon CADWorx®.

🏖️ Benefits

• Work from Home or hybrid work • Generous Paid Time-Off: Enjoy up to 6 weeks of time off per year, including: • 3 weeks of paid annual vacation, increasing with years of service • 50 hours of Paid-Time Off (PTO) for personal needs • 32 hours of Summer Days • Winter holiday office closure • Comprehensive health benefits plan • RRSP match increasing with years of service • Training and development programs for professional growth • Company perks including discounts on gym memberships, technology purchases and more. • Company-sponsored events and social activities • Employee-driven initiatives such as yoga sessions, book clubs, interactive podcasts, and more.