• Own implementation and onboarding, including project‑managing technical integrations with internal and client teams. • Build and nurture strong, strategic, long‑term relationships across all levels of client organizations. • Develop and execute strategic account and BoB plans, including growth and expansion strategies. • Use data, analytics, and industry insights to communicate value, deliver QBRs, and influence client decisions. • Identify and execute on upsell, cross‑sell, and multi‑product expansion opportunities while proactively managing retention and churn risk. • Lead cross‑functional collaboration and CX process‑improvement efforts to solve complex customer challenges • Cultivate partnership opportunities (speaking engagements, testimonials, pilots, claims/ROI analyses) and travel to client sites ~1x per quarter.

• Respond to support tickets, troubleshoot issues, and resolve account or payment-related questions with empathy and accuracy. • Proactively reach out to ensure practitioners are fully utilizing our platform — from services and profiles to reviews and booking tools. • Contact practitioners who are inactive or considering cancellation to understand their challenges, offer solutions, and win them back. • Help practitioners optimize their listings, improve client experience, and increase bookings. • Gather recurring feedback and share insights with our product and growth teams to improve the platform and practitioner experience.

• Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed • Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work • Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion. • Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE.

• 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.