Customer Success Manager – Defence
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Job Description
Customer Success Manager expanding Esri UK's ArcGIS adoption across Defence organisations. Managing strategic accounts, customer success plans and GIS growth opportunities across the UK.
Responsibilities:
- Build trusted relationships across Defence organisations, including MOD departments, corporate services, enabling functions and Defence prime contractors
- Act as a strategic advisor, helping customers maximise value from their ArcGIS investment
- Manage and grow existing Defence accounts through proactive engagement and customer success planning
- Identify opportunities to expand GIS adoption across departments, programmes and teams
- Understand customer business challenges and align Esri solutions to their objectives
- Support the development and progression of opportunities through Defence procurement routes and frameworks
- Engage with Defence and National Security partners, integrators, DIPS and Aurora partners, and the wider Defence supply chain
- Collaborate with Professional Services, Project Management, Support and Technical teams to resolve customer issues and deliver successful outcomes
- Prepare customer success plans, proposals, presentations and executive-level briefings
- Contribute to sector growth by promoting best practice, innovation and long-term customer success
Requirements:
- Experience working within Defence, the MOD, National Security, or the Defence supply-chain ecosystem
- Background in Customer Success, Account Management, Business Development or a similar customer-facing role
- Understanding of how Defence organisations operate, make decisions and procure technology
- Confidence working with a wide range of stakeholders and building relationships at all levels
- Ability to translate customer challenges into clear, value-focused outcomes
- Excellent communication, presentation and influencing skills
- Holds, or is able to obtain, the necessary security clearances
- Interest in geospatial technology and GIS, or experience applying technology within Defence environments
- Ability to travel regularly to Defence sites, partners and events across the UK
- Some overnight stays may be required
- CV and covering letter required, including salary expectations
Benefits:
- Generous bonus scheme (circa 20%)
- Car allowance
- 6% company pension contribution
- Private healthcare
- Gym and wellbeing contribution
- Cycle to Work scheme
- Enhanced family-friendly policies
- Paid volunteering opportunities
- Flexible working arrangements
- Ongoing learning and development support
- Stability of a financially secure, market-leading technology company
- Inclusive, collaborative and supportive culture
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