Overview
Be part of a team that provides world-class technical support, ensuring our customers achieve success and make effective geospatial decisions all around the globe. Great software requires hard work by incredibly smart people. Esri has built an identity by ensuring our teams are helpful whenever there is a need. In this role, Technical Account Managers are integral to our organization and our customer’s success as they provide strategic services to Premium Customers and International Distributors. Being proactive and resourceful, you will empower our distributors, partners, and customers daily by managing account requirements, promoting Premium Services, tackling case escalations, and ensuring customers receive the support and attention they require.
Responsibilities
- Utilize account management and problem-solving skills to understand customers’ needs and function as liaison to the User Advocacy Group, development teams, or international distributor/regional offices to provide business intelligence to various groups within Esri.
- Provide Premium Support customers, business partners, and international distributors with proactive information and reports; participate in conference calls and perform on-site visits, as needed.
- Help to expedite resolution times by developing and following action plans and providing ongoing customer updates.
- Focus on building long-lasting professional relationships with customers and be familiar with clients’ business goals, architecture, key business, and key business stakeholders.
- Function as an escalation manager for issues deemed to be high priority for customers and work with the escalation management team to monitor the progress of hot fix requests related to Premium Support customers, business partners, and international distributors.
- Understand the critical nature of customer incidents and be their advocate within Esri Support.
- Work closely with product support analysts for a better understanding of customer requests and the escalation at hand.
- Be resourceful and drive the initiative to help grow the Extended Support programs and expand services.
- Leverage and lead cross-divisional resources to define and execute an account strategy.
- Successfully execute the account management process, including account prioritization, account resourcing, and account planning.
- Work with distributors to coordinate alignment and collaboration, helping to improve support service capabilities to better serve customers.
- Participate in identifying areas of improvement for the different workflows and services provided, as well as to recognize and maximize new business opportunities.
- Develop yourself constantly, by learning and staying current on Esri’s technology, and gaining a thoughtful understanding of insightful industry knowledge and how GIS applies to initiatives, trends, and triggers.
Requirements
- 5+ years of demonstrated experience in account management, customer success, consulting experience, customer support, or other B2B customer-facing roles, working with enterprise customers.
- Experience in managing & dealing with large complex enterprise customers.
- Excellent verbal and written communication skills to address differentiated needs; speaking to stakeholders at all levels and various departments, ranging from individual technical contributors to senior management.
- Strong facilitation and presentation skills, combined with excellent listening, a customer-centric mentality, and empathy towards users and customers.
- This is a hybrid role where both business acumen and technical curiosity are sought after.
- The position may require the ability to travel up to 20% of the time.
- Ability to speak, read, and write both English and French fluently.
- Bachelor’s degree in geography, business, computer science, or a related field.
Recommended Qualifications
- Understanding of IT infrastructure and governance and critical business process management.
- Awareness of the GIS ecosystem and eagerness to learn more - especially knowledge of Esri Software.
- Enjoys a close relationship with customers, partners, and internal stakeholders whilst adhering to Esri culture and values.
- A true team player, with the ability to inspire and lead team members.
- Relationship builder, inspiring trust, collaborative, and culturally sensitive.
- Excellent time management and organization skills, ability to handle multiple accounts & assignments simultaneously.
- Proactive, adaptable, resilient, and with a positive mindset.