Manager - Customer Success - Geographic Information System Domain

Customer Success Manager - GIS

- We are looking for a Customer Success Manager for our client with pan India presence based at Mumbai / Bangalore / Kolkata.

Mandates :

- Exposure to ArcGIS Suite of Products. ArcGIS Enterprise is mandatory.

- At least 5 years of experience in GIS Industry.

Non-negotiable skills :

- Minimum 4 years of experience working in a customer-facing role interacting with Decision makers and C-level executives (Sales or Customer Success with a Technical background is ideal).

- Good exposure in conducting POCs and Demos.

- Experience working with GIS solutions.

- Exceptional communication skills in English, both verbal and written.

- Native/bilingual ability to speak and understand regional languages as per the work location.

- Highly motivated self-starter with competitive personality and strong attention to detail.

Total Experience : 8+ yrs

Qualifications : B. Tech / M.Sc. / M. Tech in Geoinformatics or related field.

Location : Bangalore(Ashok Nagar) , Navi Mumbai, Kolkata ( Bidhannagar).

Working Conditions : Work from office / 5 days a week / 9 am onwards.

Role Overview :

The Customer Success Manager (CSM) will play a key role in driving Customer Success, adoption and upsell of new business opportunities for Esri India customers. We are looking for an experienced and dynamic professional who can help us in enabling our customers to achieve their goals.

Job roles and responsibilities :

- Hold regular business review meetings with C-level executives/Director level decision-makers and influencers to track progress towards achieving their business outcomes.

- Utilize ArcGIS experience and expertise to chart customer journey towards outcomes and conduct POCs and Demos.

- Deeply understand customer business and technology needs become the face of Esri India to the customer and Voice of customer within.

- Work closely with Sales team to come up with a detailed Success Plan specific to each customer's requirements.

- Achieve high customer satisfaction ratings in regular customer surveys.

- Drive post-deployment product adoption.

- Drive Advocacy in the form of customers case-studies and/or engagements at user conferences.

- Understand customer pain points and help drive escalations by coordinating between Sales, Support groups, Consultants, partners and other cross functional teams as required.

- Serve as a trusted advisor for the customer's entire journey.

Desired skillset :

- Exposure in conducting Demos.

- Ability to handle difficult customers or situations and demonstrating solutions.

- Ability to work with cross functional teams in a fast-paced, goal-oriented environment.

- Ability to take initiative and tackle things on your own.

- Ability to navigate data and people to find answers.

Organization and Background :

Our Client with its headquarter in California is the global leader in GIS software. Our passion for improving quality of life through geography is at the heart of everything we do. Esri's Geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

India office , headquartered in Noida has a very strong team and a large customer base in India. We have seen phenomenal growth in our business and this trend is expected to continue. Esri India has multi-location teams and leverages on a variety of Channel Partners for sales and providing solutions. We strive conduct business with global standards.

They have been certified as a "Great Place to work" for 2021,2022, and 2023. The company recently won World Geospatial Industry Council's award as No. 1 for DEI programs.

Good to have skills :

- Upsell/Cross Sell experience.

Team Workoid