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Customer Success Manager, Ontario
4 months ago
As an energetic and driven professional, you're able to build strong relationships with key stakeholders to understand their requirements and ensure that they are being met by our solutions. In this role you are able to take on a customer advocate position to ensure open lines of communications are in place to achieve the desired outcomes. Through this process you drive adoption and identify additional opportunities to achieve success for both organizations.
Responsibilities include:
- Establish a trusted strategic advisor relationship with assigned government and commercial customers to drive strategic value.
- Work with 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 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 solutions.
- Develop and maintain product knowledge.
- Support the account teams in the documentation of account plans for customers, and in preparing and presenting compelling sales proposals.
- Identify and support the sale of professional services and/or training when these contribute to the customers' success.
- Assist in identifying and supporting the resolution of problems or issues, and work with the appropriate Esri Canada teams to mitigate and/or resolve them.
- Working with professional services managers and project managers to help ensure that projects are delivered on time, within budgeted costs and to the agreed scope.
- Maintain customer and market intelligence in Salesforce as required.
Specific skill requirements:
- University Degree and or College Diploma
- Seven or more years' experience working with government, and or GIS software company in a sales, consulting or operations role.
- Sound understanding of the use of GIS in government and/or utilities.
- Experience developing business relationships with customers.
- A broad range of transferable IT experience/knowledge to support engagements with customers.
- Ability to learn the Esri product stack, and then to be able to identify customer needs, appropriate tools for those needs, and opportunities.
The following competencies are essential to this role:
- Strategically astute, with an ability to identify opportunities, assess risks, understand impacts and communicate actionable insights through strategic success plans.
- Excellent customer facing and consultative sales skills.
- Ability to understand complex business problems and to assist in the proposal of GIS and location intelligence-based solutions.
- Ability to write and present compelling customer strategies and sales propositions.
- Strong networking, negotiation, facilitation skills.
- Effective team working across Esri Canada to deliver customer requirements.
Considered as assets for this position are the following:
- Bilingual (English/French)
Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and the flexibility to work remotely or at any of our offices across Canada. Occasional travel to corporate offices or customer sites may be required for certain positions. We offer attractive salaries, a stable work environment, and an outstanding benefits package with ample vacation time. Esri Canada values employment equity and will provide accommodations upon request at any stage of the hiring process. Our hiring process includes background checks as a condition of employment.
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Esri Canada cherche à pourvoir un poste de gestionnaire de la réussite des clients, plus particulièrement de la clientèle de la région de l'Ontario. La personne retenue travaillera à notre bureau de Toronto. Comme la réussite de nos clients est au cœur de notre croissance, nous souhaitons agir en tant que partenaires de confiance afin de les aider à tirer le meilleur parti de leur investissement dans les SIG.
La ou le titulaire du poste est professionnel, dynamique et motivé. La personne se montre capable d'établir des relations solides avec les principales parties prenantes afin de comprendre leurs besoins et de s'assurer que nos solutions y répondent. Elle est en mesure de servir de point d'appui pour le client de sorte que les lignes de communication soient ouvertes afin d'atteindre les résultats souhaités. Ce faisant, elle favorise l'adoption tout en permettant de dégager d'autres possibilités de réussite pour les deux organisations.
La ou le gestionnaire de la réussite des clients devra mener à bien les tâches suivantes :
- Établir une relation de conseillère/conseiller stratégique de confiance avec les clients gouvernementaux et commerciaux qui lui sont attribués afin de générer une valeur stratégique.
- Collaborer avec le client pour définir des objectifs essentiels ainsi que des indicateurs de rendement clés et élaborer une stratégie de réussite axée sur le client, y compris une feuille de route pluriannuelle, afin d'aider celui-ci à atteindre ses objectifs et à concrétiser sa vision globale.
- Établir la meilleure utilisation des SIG et de l'intelligence de localisation au sein d'une organisation et formuler des recommandations afin de promouvoir le succès des clients et le rendement de leur capital investi dans les solutions d'Esri.
- Développer et maintenir les connaissances sur les produits.
- Soutenir les équipes responsables des comptes dans la documentation des plans de compte pour les clients, ainsi que dans la préparation et la présentation de propositions de vente convaincantes.
- Déterminer les services professionnels et/ou de formations qui contribuent au succès des clients et en soutenir la vente.
- Aider à relever les problèmes et contribuer, de concert avec les équipes appropriées d'Esri Canada, à les atténuer ou à les résoudre.
- Collaborer avec les gestionnaires de services professionnels et les gestionnaires de projets pour veiller à ce que les projets soient livrés dans les délais, dans la limite du budget établi et dans le respect du champ d'application convenu.
- Tenir à jour les informations sur les clients et le marché dans Salesforce, selon les besoins.
Formation, expérience et aptitudes nécessaires
- Diplôme universitaire ou collégial.
- Au moins sept ans d'expérience de travail auprès de gouvernements ou d'entreprises de logiciels SIG dans un rôle de vente, de conseil ou de gestion des opérations.
- Bonne compréhension de l'utilisation des SIG dans les administrations et/ou les services publics.
- Expérience dans le développement de relations commerciales avec les clients.
- Un large éventail d'expériences et de compétences transférables dans le domaine des technologies de l'information afin d'appuyer les engagements auprès des clients.
- Capacité à comprendre la gamme de produits Esri afin de déterminer les besoins des clients, les outils appropriés à ces besoins et les possibilités qui s'y rattachent.
Les compétences suivantes sont essentielles pour ce poste :
- Capacité à faire preuve de stratégie ainsi qu'à déterminer les possibilités, à évaluer les risques, à comprendre les répercussions et à communiquer des informations exploitables au moyen de plans de réussite stratégiques.
- Excellentes compétences en matière de vente consultative et de relations avec les clients.
- Capacité à comprendre les problèmes opérationnels complexes et à proposer des solutions fondées sur les SIG et l'intelligence de localisation.
- Capacité à rédiger et à présenter des stratégies clients et des propositions de vente convaincantes.
- Solides compétences en matière de réseautage, de négociation et de présentation.
- Habileté à travailler efficacement en équipe au sein d'Esri Canada pour répondre aux besoins des clients.
Compétences considérées comme des atouts
- Bilinguisme (anglais et français).
Esri Canada met en valeur une culture de travail dynamique et inclusive, ainsi que votre perfectionnement professionnel et la flexibilité de travailler à distance ou à l'un de nos bureaux au Canada. Certains postes peuvent nécessiter des déplacements occasionnels à destination des bureaux de l'entreprise ou d'un client. Nous offrons des salaires attrayants, un environnement de travail stable et un ensemble d'avantages sociaux exceptionnels avec de nombreuses vacances. Esri Canada accorde une grande importance à l'égalité d'accès à l'emploi et fournira des mesures d'adaptation sur demande à n'importe quelle étape du processus d'embauche. Notre processus d'embauche inclut la verification des antécédents comme condition d'emploi.
