ROK Technologies, LLC

Customer Success Manager

• 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.

Client Success Manager

System Administrator

• Administer Salesforce: owning configuration, security, user management, and release management.
• Learn and manage additional business platforms as needed.
• Maintain integrations between Salesforce and other internal and external systems, ensuring data integrity and reliable synchronization.
• Enforce operational procedures and security policies across all systems.
• Troubleshoot advanced application and platform issues.
• Translate business requirements into scalable technical solutions.
• Oversee capacity planning, performance optimization, and change management.
• Manage data integrity, user provisioning, and access controls.

Client Success Manager

Senior Systems Administrator