Csm Practice Lead, Utilities and Resources

**Work options**: Hybrid

Esri Australia is the exclusive local distributor of Esri's world-leading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG)—the largest network of ArcGIS specialists outside the United States.

Our cutting-edge geospatial technology is transforming the way we work, live, and interact with the world, helping shape a better future. As we continue to grow and evolve, we’re looking for exceptional talent to drive our mission forward.

**About the Role**

The Client Success Manager (CSM), Practice Lead Utilities and Resources, is responsible for driving client outcomes that promote the adoption and growth of GIS technology and services—boosting revenue and maximizing client value. This role ensures the team remains focused on helping clients realise the full potential of their GIS investments.

In addition to managing client relationships, the CSM Practice Lead oversees the CSMs within the Utilities and Resources sector, reporting to the National Manager, CSM Program. They are accountable for team performance, progress against goals, and fostering a high-performing, client-focused team that delivers impactful and efficient success programs.

The CSM, Practice Lead Utilities and Resources supports the National Manager, CSM Program in the following key areas:

- ** Lead and manage** the Utilities and Resources CSM team to achieve performance, growth, and client experience targets, ensuring team members are skilled, empowered, and aligned with best-practice CSM frameworks.
- ** Develop and oversee industry-specific growth programs** and operational efficiencies that drive client adoption, improve client health, and deliver consistent outcomes within the broader Client Success Management Framework.
- ** Provide guidance** to CSMs on client risk, escalation management, and successful resolution to protect and enhance client relationships and value.
- ** Collaborate across the Group**—especially with Sales, Strategic Renewals, and Business Development—to drive revenue growth through **up-sell, cross-sell, and renewal opportunities** within the assigned client portfolio.
- Use deep industry knowledge to **deliver differentiated value**, **build strong client relationships** across multiple stakeholders, and influence internal and external partners to prioritise client success and strategic objectives.

**About You**

We are seeking a professional CSM with strong leadership experience and deep industry knowledge in Utilities and Resources to help clients realise the full value of GIS. If you’re passionate about building trusted client relationships, leading high-performing teams, and driving growth through innovative adoption programs, we’d love to hear from you.

To be successful you will need to bring along:

- Bachelor’s degree in a relevant business discipline and/or **minimum 10 years’ experience in client-facing or related roles within Utilities and/or Resources sectors**.
- Proven ability to consult and negotiate with **C-level executives within Utilities and Resources clients**, with strong insight into sector-specific business objectives.
- Excellent **facilitation, communication, and interpersonal** skills.
- Strong commercial awareness and ability to drive transformational change.
- Solid understanding and commitment to Client Success Management methodologies.
- Self-motivated with excellent problem-solving and analytical skills.
- Effective prioritisation, time management, and resilience in a dynamic environment.
- ** Previous leadership and management** experience is highly desirable.
- Program management expertise and ITIL certification are advantageous.
- 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 of 3 days in office, 2 days WFH.
- ** 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.
- We are a 2025 Circle Back Ini