Client Success Manager

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🕒 March 20

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ROK Technologies, LLC

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1997

🤝 B2B

🏢 Enterprise

B2B • Enterprise

ROK Technologies, LLC is a managed cloud services provider focused exclusively on supporting and operating Esri-based GIS deployments. The company offers cloud migration, cloud architecture, infrastructure and software management, virtual desktop solutions, and cloud security for organizations, acting as an extension of clients' IT/GIS teams and partnering with AWS, Azure, GCP and Esri to deliver 24/7 support and optimized GIS cloud environments.

📋 Description

• Understand our clients. Develop a strategy to assist clients in making the most of their Enterprise and ROK’s GIS Managed Cloud Services. • Establish Regular meetings (Health Checks) with newly onboarded and existing customers to ensure we are proactively trying to understand their goals, challenges, and overall business model. • Identify GIS, IT, and Esri stakeholders within and servicing our clients organization. • Understand common knowledge gaps across our client base and lead formal and informal training sessions to assist with their understanding. • Monthly Reports: Create and send monthly, service summary reports to our clients. • Create and send amendment and renewal contracts when new services are requested, or annual expiration dates are approaching. • Collaborate with the ROK Team. Help to build a truly client-centric team here at ROK. • Assist with support tickets as needed and work with our Technical Team to prioritize tickets and address Esri COTS related questions and issues. • Develop help guides, training videos, white papers, etc. on a variety of topics • Support Client Success Director to mature the build out of our client portal and develop/maintain knowledge base for clients • Work with the Implementation Project Management Team to get a holistic view of clients moving into Managed Services • Esri training: Stay abreast of new offerings and alert the team to training opportunities. When possible and relevant, capture notes from attended training and communicate back to the team.

🎯 Requirements

• 5+ years of experience working with enterprise GIS solutions/systems that leverage the ArcGIS platform (Desktop, Enterprise, Field Apps and AGOL) • Proficiency with the ESRI product line, including ArcGIS Desktop, ArcGIS Pro, ArcGIS Enterprise, AGOL, and related desktop extensions • Excellent organizational, verbal and written communication skills, and the ability to effectively communicate with customers who do not have an IT background • Demonstrated problem-solving skills with the ability to think quickly • Strong interpersonal and customer service skills for building and maintaining relationships with clients. • Recommended Qualifications • Experience with Salesforce • Experience designing, implementing, and/or administrating enterprise GIS solutions/systems that leverage the ArcGIS platform • ESRI ArcGIS Professional Certification(s) • AWS/Azure Cloud Certification(s)