Program Manager

Esri | Redlands

Date listed

1 month ago

Employment Type

Full time

Glassdoor Rating

3/5 (641 reviews)

Esri’s growing seamless support team builds on the level of existing support services by adding additional resources and flexibility. This team provides a seamless process to move support cases between support analysts and technical consultants who are familiar with our customers’ mission and environment.

As the program manager, you will be responsible for managing a team of application support engineers dedicated to supporting customers and their mission-critical systems and applications. You will be a liaison between professional services and technical support ensuring that cases are elevated to the appropriate level. Additionally, you will provide project coordination on seamless support engagements and work with Professional Services and Business Development leads to properly position and promote seamless support to customers.  

Responsibilities:

  • Lead a cross-functional team of engineers providing support across the enterprise
  • Manage new opportunity development and active engagements simultaneously
  • Function as a technical and administrative liaison between professional services and technical support
  • Function as an escalation manager for critical customer issues
  • Maintain a high level of technical proficiency with Esri core technology
  • Coordinate with management support including contracts, pricing, and invoicing
  • Prepare and present high-quality business and technically-related documentation

Requirements:

  • 5+ years of experience focused on project management, technical support, or the delivery of technical solutions utilizing Esri-related technology
  • 4+ years of in-depth knowledge and experience with Esri technology to include ArcGIS Pro and ArcGIS Enterprise
  • Entrepreneurial attitude and willingness to learn—you must thrive in a dynamic cross-functional team environment
  • Ability to lead and manage project teams, including consultants and software developers
  • Excellent interpersonal, communication (both verbal and written), presentation, and leadership skills
  • Superior account management skills and demonstrated professional experience providing expert-level technical support
  • Ability to multi-task and prioritize job requirements as well as strong organizational skills
  • Ability to understand critical nature of customer cases and be their advocate within Esri support
  • Bachelor’s or master’s in geospatial technology, computer science, or software engineering

Recommended Qualifications:

  • A proficient understanding of the range of GIS and information management software products, from desktop to server applications and development tools
  • Experience in the design, development, implementation, and/or administration of the ArcGIS platform and/or ArcGIS solutions
  • 2+ years of experience in customer care, customer support, or a related field
  • GISP and Esri technical certification


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