Client Success Manager, Local Government - All Au Locations

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Esri Australia is the leader in the Australian geospatial sector and is the national distributor for the world-leading ArcGIS platform.  We bring together the best and brightest in our industry. Every person in our team is highly skilled.

With different technical and industry strengths, we are united in our love for what we do. We are each committed to delivering real outcomes, and our unwavering work ethic makes sure of it. 

As we continue to evolve and grow our business, we are looking for new ways to work more efficiently and more effectively. That’s where you come in! 

About the Role 

The Client Success Manager, Local Government (LG CSM) partners with Esri Australia’s Local Government sector clients to generate maximum return on their Esri GIS investment and value by understanding and supporting their business outcomes. 

The LG CSM will ensure these clients derive greater business value by drawing on Esri Australia’s best practices, innovations, and capabilities. You will deliver proactive account management at scale across the portfolio, with a focus on driving adoption, innovation, and community programs.

Under direction from the CSM Practice Lead, Brisbane 2032 & Government, you will have overall responsibility for the client experience within the Local Government portfolio, and will work collaboratively across Esri Australia lines of business to achieve the following: 

• Ensure long-term business performance by working with LG clients to identify, quantify, qualify, and demonstrate value in their GIS investment to secure and grow Esri Australia Annual Recurring Revenues (ARR).
• Drive revenue expansion and Total Client Value (TCV) by working with LG clients to identify new use cases for GIS within each organisation and collectively across the sector – and support Sales in driving sector expansion by achieving assigned CSM Qualified Lead (CSMQL) targets.
• Drive Net Revenue Retention (NRR) through the implementation of adoption and innovation programs within the LG portfolio that drive up-sell and cross-sell revenues.
• Work collaboratively with Sales and other key stakeholders to ensure contract renewal rates for LG portfolio clients are achieved each financial year.
• Continue driving the realisation of client value via the CSM program to deliver sustainable competitive advantage for the Boustead Geospatial Group – operating as a key point of difference.
• Successfully engage and influence stakeholders (including clients, third party organisations, suppliers (e.g., Esri Inc.)) to prioritise and deliver on the Boustead Geospatial Group’s strategic objectives – focused on building client value and business competitive advantage.

About You  

You are a strategic thinker with a proven track record of Client Success. Your strong commercial acumen and dedication to Client Success Management methodologies empowers you to influence stakeholders and deliver exceptional results. 

Meeting the following criteria will be a strong advantage:

• A bachelor’s degree in an associated business discipline.
• Extensive experience in a senior-level, client-facing role, with responsibilities in operating, servicing, or managing accounts or clients.
• Ability to consult with and negotiate with C level executives, backed by a strong understanding of their business objectives. 
• Tech-savvy with experience using project management and other digital tools to streamline CSM processes and implement innovative digital frameworks - ideally with tech. like Jira, Confluence, Asana, Power BI and more. 
• Proven experience collaborating with Local Governments and a comprehensive understanding of their operations.
• Excellent facilitation, interpersonal and communication skills.
• Ability to analyse business and technical outcomes of large and complex clients and apply spatial technology and solution to achieve those outcomes.
• Capacity to promote transformational change.
• 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. 

Why Esri Australia?

At Esri Australia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

• Empowered Flexibility: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model.
• Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role. 
• Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey. 
• Appreciation and Engagement: Enjoy a range of benefits, including Paid Parental Leave, Employee Reward Gateway, Salary Continuance Insurance, Referral Spotter Fees, Staff Awards, Engaging Events, and much more. 
• Performance Recognition: Experience a financially rewarding Profit Share Bonus. 

For further details or if you have any questions, please contact our Talent Acquisition team on 1300 635 196 or by mail at *******@esriaustralia.com.au. 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies.