Client Success Manager

ROK Technologies, LLC

Client Success Manager at ROK Technologies developing strategies for client engagement in GIS Managed Cloud Services. Fostering relationships and ensuring successful onboarding for enhanced customer satisfaction.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSAzureCloud

About the role

Key responsibilities & impact

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

What you’ll need

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)

Benefits

Comp & perks

Health insurance
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ArcGISArcGIS DesktopArcGIS ProArcGIS EnterpriseAGOLenterprise GIS solutionsproblem-solvingtraining developmentreport creationcontract management

Soft Skills

organizational skillsverbal communicationwritten communicationinterpersonal skillscustomer servicerelationship buildingstrategic thinkingtraining facilitationcollaborationadaptability

Certifications

ESRI ArcGIS Professional CertificationAWS Cloud CertificationAzure Cloud Certification