Client Success Manager, Federal Government

2 days ago

Canberra, Australia Esri Australia Full time

**Work options**: Hybrid

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 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, Federal Government (CSM Fed/Gov) partners with Esri Australia’s Federal Government sector clients to generate maximum return on their investment and value by understanding and supporting their business outcomes.

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

The CSM Fed/Gov, under direction from the Client Success Manager Practice Lead, Federal Government will have responsibility for the client experience within an assigned Federal Government portfolio, and will work collaboratively across Esri Australia lines of business to achieve the following:

- ** Ensure long-term business performance by working with Federal Government 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 Federal Government 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 Federal Government portfolio that drive up-sell and cross-sell revenues.
- ** Work collaboratively with Sales and other key stakeholders** to ensure contract renewal rates for Federal Government 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.
- ** Successfully coordinate client escalations** that require senior management support and oversight.
- ** Ensure ongoing and meaningful relationships with key clients via the CSM Program** to support strong senior management interactions.
- ** Represent Esri Australia and drive sector engagement** at Federal Government industry forums.
- ** Ensure compliance with all company policies and procedures.**

**About You**

We are looking for a Client Success Manager who can contribute to the further development of Esri Australia’s client success program and facilitate the adoption of client centric thinking within the office, team, and the wider company.

To be successful you will need to bring along:

- A bachelor’s degree in an associated business discipline.
- Minimum 10 years’ experience in a similar client facing or appropriately relevant role, in operating/servicing/managing an account or client.
- Experience either working in or with the Federal Government.
- Ability to consult with and negotiate with C level executives, backed by a strong understanding of their business objectives.
- Excellent facilitation, interpersonal and communication skills with great commercial awareness.
- Capacity to promote transformational change through the design and implementation of GIS capabilities.
- Understanding and commitment to Client Success Management methodologies.
- The 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 dev

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