Esri Canada

Account Executive

• Responding to telephone/fax/e-mail inquiries related to product or offered services
• Directing requests regarding maintenance, customer service, or technical support to the appropriate teams.
• Participate as requested by the Customer Care team on maintenance renewal efforts
• Proactively reach out to all assigned Accounts in the CRM on a regular basis to assess their current and future needs and to respond to them in a prompt, accurate manner.
• Provide post-sales follow ups with customers
• Generate leads, or qualify incoming leads from Marketing, and either forward to Sales or follow up as appropriate.
• Follow up with clients for initial discovery after marketing seminars or webcasts or conferences
• Promote, quote, and sell Esri products, services and training and/or 3rd party products offered by Esri Canada to the Esri Canada client base as appropriate
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the corporate CRM system.
• Work with Regional Manager/Marketing on various client campaigns and target marketing
• Contact customers to promote trainings, marketing events, and user conferences when required
• Act as a backup for the other Insider Sales representative
• Coordinate pre-order processing including sending customers required sales order documents

Inside Sales Representative, Ontario Region

Consultant

• Deliver exceptional customer service by actively listening to customer inquiries, empathizing with their concerns, and providing timely and accurate solutions.
• Possesses and maintains an excellent level of proficiency with Esri’s suite of Online products, including but not limited to: ArcGIS Online, ArcGIS Experience Builder, ArcGIS Field Maps, ArcGIS Survey123 and other ArcGIS web apps.
• Troubleshoot problems on behalf of clients and Esri Canada staff.
• Provide knowledge-based technical expertise to clients and communicate via telephone, e-mail, or remote session in a tactful manner, demonstrating a sense of urgency and professionalism.
• Maintain an accurate and detailed summary of all support requests using Esri’s Global CRM.
• Collaborate with other Customer Support teams to escalate complex issues and follow up until they are resolved satisfactorily, ensuring effective communication between all parties involved.
• Identify and log defects in Esri products, and, where possible, to provide workarounds for these issues.
• Contribute to Esri’s Global Support community by developing proactive content related to Esri’s technology including knowledge articles, blogs, and videos.

ArcGIS Support Consultant, Assistance technique

Project Manager

• Lead and manage internal IS and corporate projects from initiation through implementation.
• Facilitate visioning sessions to define scope, priorities, timelines, and align on deliverables.
• Perform business analysis during project initiation to identify preliminary requirements, assess feasibility, and define measurable success criteria.
• Coordinate cross-functional teams including business analysts, developers, sponsors, and executives to ensure alignment and delivery success.
• Manage communications across departments and senior leadership to ensure transparency and support decision-making.
• Manage stakeholder relationships and expectations throughout the project lifecycle.
• Monitor and control project budgets, resources, and schedules.
• Maintain project data in Esri Canada’s professional services automation system.
• Identify and mitigate risks proactively, presenting response plans to stakeholders.
• Produce status updates and project control reports.
• Apply change management strategies to overcome resistance, foster engagement, and ensure adoption.
• Supervise project close-out activities and conduct lessons learned reviews.

Senior Project Manager, PMO

Product Specialist

• Act as a liaison between internal teams and Esri Inc product management on issues related to ArcGIS Developer products.
• Maintain advanced-level technical knowledge of Esri’s APIs and SDKs for building apps, extending ArcGIS, and automating workflows.
• Explore and demonstrate emerging ArcGIS Developer products and capabilities.
• Promote and showcase ArcGIS Developer technology.
• Perform developer outreach activities.
• Provide mentoring to Esri Canada technical staff and provide technical guidance through team meetings, demos, and other knowledge transfer sessions.

Product Specialist, ArcGIS Developer Technology

• Participate in scoping and client meetings to define project requirements
• Manage assigned small and medium sized projects and their activities under the supervision of a Project Manager or Service Delivery Manager
• Collaborate with project stakeholders including business analysts, developers, and clients to build consensus
• Monitor project budgets and expenditures, producing status and control reports as required
• Identify potential risks and develop mitigation strategies proactively
• Promote IT standards and best practices for project management and system quality
• Prepare quality management and testing plans, and lead assurance activities
• Obtain stakeholder signoff on key deliverables and manage project close-out and lessons learned
• Support business development initiatives and contribute to consulting service opportunities
• Negotiate project scope, timelines, resources, and deliverables with clients
• Work closely with Professional Services, Product Development, and Industry Managers to ensure project success
• Conduct business analysis to support project scoping and client understanding

Project Coordinator, Assessment

Solutions Engineer

• Lead pre-sales activities to drive sales of Esri Canada products and services (sales calls, site visits, seminars, proposals, trade shows)
• Team up with account managers and industry managers to provide technical support and generate sales
• Advise customers on GIS requirements, strategies, architectures, product selection, and release planning
• Demonstrate ArcGIS solutions that address client business needs and competitive situations
• Assist customers in decision-making regarding software solutions, professional services, partner selection, and training
• Assist clients and partners in integrating ArcGIS technology with products and organizational data
• Support development and delivery of events, collateral and electronic communication specific to Quebec
• Lead post-sales activities to expand product/service use, generate additional sales, and improve customer satisfaction
• Conduct regular key account reviews and follow-ups with sales and marketing teams
• Act as a technical advisor and provide GIS strategy support
• Provide and receive mentoring and training to/from Esri Canada technical staff through seminars, demos, and lunch-and-learn sessions

GIS Technical Solutions Specialist / Spécialiste en solutions technologiques SIG

Program Manager

• Lead the development and execution of strategies to position Esri-based solutions as the premier choice for Canada’s municipal sector
• Develop and execute a Municipal roadmap in collaboration with executive leadership, regional and industry teams
• Position Esri Canada as a thought leader in municipal innovation and present Esri’s Municipal Digital Twin approach at conferences and industry events
• Lead the creation of go-to-market strategies and evaluate sector trends to proactively develop solutions and messaging
• Liaise with Industry Management at Esri Inc. and collaborate across business development, sales, professional services, marketing, and strategic alliances
• Identify, develop, and collaborate on strategic sales opportunities and build relationships with municipal executives and technology leaders
• Collaborate with the Strategic Alliance team and with sales, industry and education & research teams to connect private sector and university innovation with municipal government needs
• Translate complex design concepts into compelling solution ideas and cultivate strategic partnerships across government, academia, and industry
• Conduct primary market research, monitor and size the potential market, and develop targeted annual marketing plans
• Identify and evaluate new business models and use cases relevant to municipal operations and smart city initiatives
• Provide domain expertise to sales and industry staff throughout the opportunity lifecycle and support development of marketing collateral, sales readiness materials, and pricing strategies
• Participate as a subject matter expert in municipal key account planning and actively promote GIS technology and Esri’s brand through social media and sector associations
• Collaborate with the GIS Community Development program to build and maintain a strong GIS user community and facilitate networking opportunities
• Represent Esri Canada in key municipal sector committees and working groups
• Perform general responsibilities including participating in Employee Development Program, effective communication, continuous improvement initiatives, and duties assigned by the Executive Director or management

Program Manager, Municipal

Software Engineer

• Establish trusted strategic advisor relationships with AEC customers to drive strategic value
• Work with key customers to establish goals, KPIs, and develop Customer Success Strategies and multi-year roadmaps
• Identify, document and communicate key software feature enhancement requests on behalf of customers
• Recommend use of GIS and locational intelligence to promote customer success and ROI
• Assist in refining client personas and maintain product knowledge
• Support account teams in documenting account plans with short-, medium-, and long-term strategies and action plans
• Prepare and present compelling sales proposals and support sales calls and programs
• Identify and support resolution of customer problems, liaising with Esri Canada teams to mitigate issues
• Proactively drive renewals and expand adoption through upselling and cross-selling opportunities
• Maintain customer and market intelligence in Salesforce
• Promote client successes through community events and social selling activities
• Support development of technical proposals, RF(x)’s, SOWs, and implementation plans with Professional Services
• Participate in Employee Development Program and collaborate across the company
• Effectively represent the company in communications with internal and external personnel at all levels
• Contribute to company profitability through continuous improvement initiatives
• S’acquitter des tâches générales et des responsabilités assignées par la direction d’Esri Canada (French description included)

Customer Success Manager, AEC – Architecture, Engineering and Construction / Gestionnaire de la réussite des clients, AIC – architecture, ingénierie et construction