Client Success Manager (Federal Government), Esri Malaysia

Esri Malaysia is a multi‐national organization specializing in enterprise software solution for large public sector customers, GLC and corporates in Malaysia. We expanded our business to Malaysia in 1983 and have since developed a loyal customer base leveraging on strong brand recognition, globally proven solution and industry expertise in Malaysia, South Asia and USA.

We have a large market share and business growth is promising. We employ over 200 people in Malaysia and our pool of resources provide our clients with high quality consultancy services, project implementation and comprehensive customer support.

As we continue to evolve and grow our business, we are looking for new ways to work more efficiently and more effectively. That’s where you come in!

About the Role

We are looking for a collaborative and client-centric professional who can partner with our clients to drive impactful outcomes from their investment in GIS or Geographic Information Systems technology. By understanding our client’s business and strategic goals, our Client Success Managers (CSMs) collaborate and support account teams across Esri Malaysia deliver client-focused outcomes.

We have an exciting opportunity for a CSM to support a large, established Federal government agency. This agency is one of our top tier clients and the CSM will ensure they derive maximum business value from their GIS investment by drawing on Esri Malaysia’s best practices, innovations, and capabilities.

Under direction from the Head of Client Success Management, you will have responsibility for the client experience and will work collaboratively across Esri Malaysia lines of business. Some of your core responsibilities will be:

• Develop strategic and tactical plans that enhance awareness, adoption and innovation in the application of Esri GIS technology, services and solutions.
• Identify and engage with key decision-makers at multiple levels across the client’s business to build meaningful and effective relationships.
• Coordinate the efforts of Esri Malaysia’s cross-functional teams to ensure timely and appropriate outcomes for the client.

About You

We are looking for a Client Success Manager who can contribute to the further development of Esri Malaysia’s client success program and facilitate the adoption of client centric thinking within the office, team, and the wider company.

To be successful you will need to bring along:

• A relevant tertiary qualification in an associated business discipline.
• Approximately 10 years’ experience in a similar client facing or appropriately relevant role, in operating/servicing/managing an account or client.
• Experience either working in or with a Malaysian government institution or agency. Experience in agencies with GIS, land surveying, and or mapping responsibilities will be highly regarded.
• Ability to consult with and negotiate with C level executives, backed by a strong understanding of their business objectives.
• Ability to analyse business and technical outcomes of large and complex clients and apply spatial technology and solutions to achieve those outcomes.
• Excellent facilitation, interpersonal and communication skills with great commercial awareness.
• Capacity to promote transformational change through the design and implementation of GIS capabilities.
• Understanding and commitment to Client Success Management methodologies.
• The ability to prioritise workload, manage time and schedule tasks whilst remaining resilient to changing priorities.
• Leadership/managerial experience whilst not essential will be highly regarded.
• You must hold the Malaysian citizenship to be considered for this role.
• Personality/behaviour aligns with Esri Malaysia's core values.

Why Esri Malaysia

At Esri Malaysia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

• Empowered Flexibility: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first three months to ensure a comprehensive onboarding experience before agreeing to a hybrid model.
• Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
• Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
• Appreciation and Engagement: Enjoy a range of benefits, including Flexi Benefits, Mobile Phone Allowance, Medical & Insurance, Yearly Salary Increment, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.
• Performance Recognition: Enjoy a financially rewarding profit-sharing bonus.

For further details or if you have any questions, please contact our Talent Acquisition team on +61 400 787 808 (WhatsApp) or by mail at [email protected]

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that Esri Malaysia does not accept unsolicited resumes from recruiters or employment agencies.