PLEASE NOTE WE ARE ACCEPTING APPLICATIONS FROM CANDIDATES BASED IN VICTORIA, NEW SOUTH WALES, AND SOUTH AUSTRALIA.

Esri Australia is the exclusive local distributor of Esri’s world-leading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG)—the largest network of ArcGIS specialists outside the United States.
Our cutting-edge geospatial technology is transforming the way we work, live, and interact with the world, helping shape a better future. As we continue to grow and evolve, we’re looking for exceptional talent to drive our mission forward.

ABOUT YOU

We are looking for a Client Success Manager who can contribute to the further development of Esri Australia’s client success program and facilitate the adoption of client centric thinking within the office, team, and the wider company.

To be successful you will need to bring along:

• A bachelor’s degree in an associated business discipline.
• 10+ years’ experience in a similar client facing or appropriately relevant role, in operating/servicing/managing an account or client.
• Experience either working in or with the State Government.
• Ability to consult with and negotiate with C level executives, backed by a strong understanding of their business objectives.
• Ability to analyse business and technical outcomes of large and complex clients and apply spatial technology and solutions to achieve those outcomes.
• Excellent facilitation, interpersonal and communication skills with great commercial awareness.
• Capacity to promote transformational change through the design and implementation of GIS capabilities.
• Understanding and commitment to Client Success Management methodologies.
• The ability to prioritise workload, manage time and schedule tasks whilst remaining resilient to changing priorities.
• You must hold current permanent and full-time working rights in Australia.
• Attitude and behaviour align with Esri Australia’s core values.

The CSM State/Gov, under direction from the Client Success Manager Practice Lead, Federal Government will have responsibility for the client experience within an assigned State Government portfolio, and will work collaboratively across Esri Australia lines of business to achieve the following:

• Ensure long-term business performance by demonstrating the value of GIS investments to State Government clients, securing and growing Annual Recurring Revenues (ARR).
• Drive revenue expansion and Total Client Value (TCV) by identifying new GIS use cases and supporting Sales in achieving CSM Qualified Lead (CSMQL) targets.
• Increase Net Revenue Retention (NRR) through adoption and innovation programs within the State Government portfolio that drive up-sell and cross-sell revenues.
• Collaborate with Sales and key stakeholders to achieve contract renewal rates for State Government clients each financial year.
• Deliver client value through the CSM program, providing a sustainable competitive advantage for the Boustead Geospatial Group.
• Engage and influence stakeholders to prioritize and deliver on strategic objectives, focusing on client value and business competitive advantage.
• Coordinate client escalations requiring senior management support and oversight.
• Maintain meaningful relationships with key clients through the CSM Program, supporting strong senior management interactions.
• Represent Esri Australia and drive sector engagement at State Government industry forums

The Client Success Manager, State Government (CSM State/Gov) partners with Esri Australia’s State Government sector clients to generate maximum return on their investment and value by understanding and supporting their business outcomes.
The CSM State/Gov will ensure these clients derive greater business value by drawing on Esri Australia’s best practices, innovations, and capabilities. The CSM State/Gov will deliver proactive account management at scale across the portfolio, with a focus on driving adoption, innovation, and community programs.

The CSM State/Gov, under direction from the Client Success Manager Practice Lead, Federal Government will have responsibility for the client experience within an assigned State Government portfolio, and will work collaboratively across Esri Australia lines of business to achieve the following:

• Ensure long-term business performance by demonstrating the value of GIS investments to State Government clients, securing and growing Annual Recurring Revenues (ARR).
• Drive revenue expansion and Total Client Value (TCV) by identifying new GIS use cases and supporting Sales in achieving CSM Qualified Lead (CSMQL) targets.
• Increase Net Revenue Retention (NRR) through adoption and innovation programs within the State Government portfolio that drive up-sell and cross-sell revenues.
• Collaborate with Sales and key stakeholders to achieve contract renewal rates for State Government clients each financial year.
• Deliver client value through the CSM program, providing a sustainable competitive advantage for the Boustead Geospatial Group.
• Engage and influence stakeholders to prioritize and deliver on strategic objectives, focusing on client value and business competitive advantage.
• Coordinate client escalations requiring senior management support and oversight.
• Maintain meaningful relationships with key clients through the CSM Program, supporting strong senior management interactions.
• Represent Esri Australia and drive sector engagement at State Government industry forums.