Strategic GIS Customer Success Lead

Esri Indonesia; Jakarta Pusat; On-site; IDR 200,000,000 - 360,000,000; Full time

Job summary

Esri Indonesia is seeking a Customer Success Manager to work with strategic customers, maximizing GIS value and delivering meaningful business outcomes. You will build trusted relationships with senior stakeholders and guide organisations through their GIS journey from day one.

This highly collaborative role partners with sales, solution engineering and service delivery to ensure a seamless customer experience, drive adoption, renewals, and identify opportunities to expand GIS solutions across

Qualifications

• Bachelor's degree in a relevant business or related discipline.
• 10+ years in customer-facing, success, or strategic relationship roles.
• Proven ability to engage with C-level stakeholders.
• Experience with government ministries and public sector in Indonesia.
• Strong commercial acumen and a customer-first mindset.

Responsibilities

• Build trusted relationships with key customer stakeholders and become a strategic advisor on their GIS journey.
• Develop and deliver customer success plans that support goals and maximise value.
• Lead onboarding and adoption activities to realise value from day one.
• Monitor customer engagement and adoption, providing insights and recommendations that drive successful outcomes.
• Work with customers to identify new opportunities for GIS solutions and services across their organisation.
• Collaborate with sales, solution engineering, and delivery teams to ensure a seamless customer experience.
• Support account planning and renewal activities to foster long-term partnerships and ongoing growth.
• Manage and resolve customer escalations while maintaining strong relationships and high levels of customer satisfaction.
• Contribute to the continued evolution of Esri Indonesia's customer-centric culture.

Skills

Stakeholder engagement

Account management

Negotiation

Strategic relationships

Commercial acumen

Communication skills

Problem solving

Education

Bachelor's degree in business or related discipline

Job description

Esri Indonesia is seeking a Customer Success Manager to work with strategic customers, maximizing GIS value and delivering meaningful business outcomes. You will build trusted relationships with senior stakeholders and guide organisations through their GIS journey from day one.

This highly collaborative role partners with sales, solution engineering and service delivery to ensure a seamless customer experience, drive adoption, renewals, and identify opportunities to expand GIS solutions across