Customer Success Manager, AEC

Customer Success Manager, AEC (Architecture, Engineering and Construction)Esri Canada has an exceptional opportunity for a Customer Success Manager to join our AEC Department. Reporting to the Director, AEC, this role is primarily dedicated to clients in the Architecture, Engineering, and Construction sectors. The success of our customers is fundamental to our continued growth, and we strive to serve as trusted partners by helping clients maximize their return on investment in GIS technology.In this position, you will leverage your expertise and initiative to cultivate strong relationships with key stakeholders, gain a thorough understanding of their business requirements, and ensure our solutions align with their objectives. You will act as an advocate for the customer, facilitating clear and open communication to achieve mutually beneficial outcomes. Through these efforts, you will drive solution adoption and identify opportunities that contribute to the ongoing success of both the customer and Esri Canada.This role will be remote and based in Canada.About UsEsri Canada provides geographic information system (GIS) solutions that empower people in business, government and education to make informed and timely decisions by leveraging the power of mapping and spatial analytics.If you are passionate about making an impact in an organization that is committed to creating a sustainable future, consider joining our teamA Day in the Life of a Customer Success Manager, AEC at Esri Canada: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 personas to strengthen the ideal target end users.Develop and maintain product knowledge.Support the account teams in the documentation of account plans for customers detailing recommended short, medium- and long-term strategies with action plans, and in preparing and presenting compelling sales proposals.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.Support Account Managers and Inside Sales team with sales calls, new sales programs to foster increased revenues.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.Maintain customer and market intelligence in Salesforce as required.Actively promoting client successes through coordination of community building events and social selling activities.Support the development of technical proposals, RFx's, SOW's, and implementation plans as needed working with the Professional Services team.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.General ResponsibilitiesParticipate collaboratively in the company Employee Development Program.Communicate effectively with internal and external personnel at all levels, always representing the company in a professional manner.Actively participate in company, staff or individual one-on-one meetings on an ongoing basis for the purposes of effective teamwork, enhanced communication and progressive cooperation strategies within the company as well as other departments across the company.Continually contribute to the profitability of the company and ongoing business operations by initiating, recommending and implementing continuous improvement strategies and initiatives.Conduct any general duties, specific job projects and responsibilities as assigned or required by the Director or Esri Canada management in a timely and professional manner.What You Bring To The TeamUniversity Degree and/or College Diploma in a related field of study such as planning, architecture, engineering, geomatics, construction, or environmental management.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.Minimum 5 years' direct experience working with AEC firms and/or GIS companies in consulting or business development role.Proven success in working closely with both technical teams (e.g., GIS specialists, AutoCAD technologists, Engineers) and customer stakeholders to ensure alignment and project success.Knowledge and experience with current Esri 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.RoleThe 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, and facilitation skills.Effective collaborator with Esri Canada teams to deliver on customer requirements and ensure successful outcomes.Bonus Points For This PositionBilingual (English/French).Ability to travel within Canada and occasionally to the US.What Esri Canada Offers YouWe prioritize our employees\' well-being and work-life balance. Our benefits include:Work from Home or hybrid workGenerous Paid Time-Off: up to 6 weeks per year, including3 weeks of paid annual vacation, increasing with years of service50 hours of Paid-Time Off (PTO) for personal needs32 hours of Summer TimeWinter holiday office closureComprehensive health benefits planRRSP match increasing with years of serviceTraining and development programs for professional growthCompany perks including discounts on gym memberships, technology purchases and moreCompany-sponsored events and social activitiesEmployee-driven initiatives such as yoga sessions, book clubs, interactive podcasts, and more.How To ApplyReady to join our amazing team? Submit your resume todayEsri Canada fosters a dynamic and inclusive work culture... accommodations upon request at any stage of the hiring process. #J-18808-Ljbffr