Customer Success Manager, AEC (Architecture, Engineering & Construction) | Gestionnaire de la réussite des clients, AIC (architecture, ingénierie et construction)

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Requirements:

• 5 years’ direct experience working with AEC firms and or GIS companies in sales, consulting, or business development role.
• Proven success in working closely with both technical teams (e.g., GIS specialists, AutoCAD technologist, Engineers) and customer stakeholders to ensure alignment and project success.
• Sound understanding of the use of GIS in AEC practices.
• Strong knowledge and experience with current Esri Enterprise 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.
• 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.
• University Degree and or College Diploma in a related field of study such as planning, architecture, engineer, construction, or environmental management.
• 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®.

Responsibilities:

• 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 persona’s to strengthen the ideal target end users.
• Develop and maintain product knowledge.
• 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.
• Work with and support Account Managers and Inside Sales team to strengthen client relationship and trust.
• Support Account Managers and Inside Sales team with sales calls, new sales programs to foster increased revenues.
• Work closely with Esri Product team as well as Industry Managers to understand product functionality, limitations and future roadmap.
• Conduct regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for additional value through Esri's products and services.
• Lead the onboarding process for new clients, ensuring they understand how to effectively use Esri’s solutions to achieve their specific AEC-related goals.
• 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.
• Support the development of technical proposals, RF(x)’s, SOW’s, and implementation plans as needed working with the Professional Services team.