1

Client Success Managers

As Practiced in Esri Australia and adapted to Esri Indonesia

Contents

Overview of CSM Function Slides 2 – 6

Introducing CSMs to Clients Slide 7

CSM Role Interactions

Business Development Slide 9

Advisory Services Slide 10

Professional Services Slide 11

Solution Engineering Slide 12

Managed Services & Managed Cloud Slide 13

 Overview of the CSM function 2

CSMs are Senior Client Managers responsible for maintaining and enhancing our Tier 1 client relationships.

Client Journey
Commence System
Business as Business Innovation &
Engagement Migration & Adoption ELA Renewal
Usual Growth
with Esri Initiation

CSMs Operate Horizontally Across All CSMs Provide Client-focused

CSMs Are Tasked With Ensuring The
Our Lines Of Business To Ensure The Insights, Advocacy And
Client’s Effective Adoption Of Esri
Coordination And Success Of All Our Engagement Throughout The
Technology And Solutions
Engagements Client’s GIS Journey

Supporting contract growth and renewal

 Overview of the CSM function 3

• CSMs are a dedicated, non-billable, resource to a client, throughout their journey with Esri.

• CSMs develop in-depth client relationships and business insights that support proactive and informed
client management.

• CSMs are responsible for understanding and supporting the totality of our engagement with our largest
clients (due to this later CSMs will be able to generate Leads).

• CSMs partner with all Esri lines of business to drive account growth and ensure the success of all our
client engagements.
ADDITIONAL NOTES:
• Each CSM will handle max 3 clients that are TIER 1 customers (plus couple TIER 2 which tiered based on EA, Cloud Services,
Value of Current Opportunities, Check of recurring value annually) mostly Government clients or huge private company (eg
Melbourne Water, Victoria Police, Dept of Environment, Woodside Energy etc)
• CSMs will liaise with all range of personas in the client (Justin is CSM for OZ Defense handle from Persona 1 to Persona 7)
• Title might be modified to each client (eg Justin introduce himself to Defense dept as Esri OZ Liaison Manager)
 Overview of the CSM function 5

• The CSMs have developed a range of activities and processes to help drive client engagement and
support internal business coordination.

• These are applied relative to the needs of each individual account. Not all clients will have all of these
programs active at any one time.
Esri ID Tier 1 list options:
Apr 2018 - Aug 2021 Esri ID Top 10 Largest Transaction
14,723,966,000 PT. PLN Persero (inc Software, Transmission PS, PS) 1. PT PLN
Apr 2018 - Mar 2019 Esri ID Top 10 Largest Transaction
5,999,572,800 PT Smart Tbk (Field Ops SW, PS)
5,280,680,000 PT. PLN Persero (Transmission PS, PS) 2. Sinarmas group
3,087,849,800 Badan Informasi Geospasial
2,386,447,800 Kementerian Komunikasi dan Informatika
1,697,540,000 PT Freeport Indonesia (maintenance) 3. Pertamina & subsidiaries
1,690,309,319 Badan Pusat Statistik (statistic modernization)
2,207,722,000 Sinar Mas Forestry Group
1,609,058,500 Pertamina Hulu Mahakam (maintenance)
4. Freeport
2,064,378,000 PT Perkebunan Nusantara (PTPN) V
2,053,217,500 Ditjen Cipta Karya Kementerian PUPR
1,538,860,866 ConocoPhillips 5. Astra Infra
1,493,877,700 Kementerian Dalam Negeri
1,347,420,000 Perumnas
6. ATR/BPN
2,575,918,800 Badan Geologi Kementerian ESDM
Apr 2019 - Mar 2020 Esri ID Top 10 Largest Transaction
Apr 2020 - Mar 2021 Esri ID Top 10 Largest Transaction 9,443,286,000 PT. PLN Persero (software GIS phase 2)
5,999,572,800 PT Smart Tbk (Software, PS) 3,087,849,800 Badan Informasi Geospasial (PS)
2,064,378,000 PT Perkebunan Nusantara (PTPN) V 1,589,425,900.00 Direktorat Jenderal Tata Ruang (Software)
1,668,260,000 PT Freeport Indonesia (Annual Maintenance) 1,588,986,667 PT Freeport Indonesia (Annual Maintenance)
1,582,000,000 Inalum 1,557,068,500 Sinarmas Forestry (Annual Maintenance)
1,559,177,424 Pusdatin PUPR 1,172,164,960 Mabes POLRI (RTMC 6 Polda stage 1)
1,488,749,143 Bappenas 1,151,750,000 PT. Perkebunan Nusantara IV (Software)
2,915,425,600 Direktorat Jenderal Tata Ruang 1,116,352,500 PT. Vale Indonesia (New PurchaseSW)
1,439,407,899 Hutama Karya 1,073,870,000 Jababeka Infrastructure
1,051,934,500 PT Perusahaan Gas Negara Persero Software)

See Slide 6 for the CSM Framework

 Overview of the CSM function
CSM
Activity
Focus area
Plan and implement proactive strategies to improve
the client’s awareness, adoption and expansion of
Adoption
Esri technology and solutions. This is the primary
role of the CSM
Develop high-level, client-focused and industry-
Strategy* specific strategies to support, inform and focus
business engagements and opportunity planning.
Provide in-depth client insights and sentiment to
Client Insights
support, inform and focus business engagements
and sentiment
and opportunity planning.
Coordinate across internal lines of business to
ensure client engagements are effective and aligned
Cross-functional
with the client’s expectations and priorities. This can
coordination
include driving business process efficiencies via
internal coordination and negotiation.
Manage account level escalations for the client
Escalation
where issues are not being resolved through other
Management
line of service contacts.
* This is not duplicating guidance provided by Advisory Services. This is the client’s business strategy. For more details on how CSM and AS interact see slide 9
4
Value to the Client Value to Esri
• Increased adoption of Esri technology to strengthen
• Increased benefit and return on investment in the
and secure business relationship, drive growth and
technology by expanding use across their
cement the value proposition to secure future
organization to maximize value from the EA.
renewal.
• Ensures all lines of business understand the client’s
• Supports the delivery of programs that enable the
strategic goals and how our offerings are best
client to achieve their strategic goals.
structured and delivered to achieve success.
• Contributes to the success of client engagements
because we understand the client and can anticipate
• The client has an advocate within Esri for their
their requirements.
business goals and desired outcomes.
• We are an advocate for Esri technology, services and
solutions
• Ensures a single coordination point across an
• The client has a single point of contact who
account to drive an informed, team-based approach
understands all their engagements with Esri and
to delivering outcomes.
helps coordinate across our business units to ensure
• Supports continual improvement in our client-facing
successful outcomes for them.
business processes
• Ensures a single coordination point for resolution of
• The client has a single point of contact to raise issues client issues. Aligns all parts of the business to
that cross Esri lines of business. ensure the success of current and planned client
engagements.
 Client Success Framework 6
1. Plan 2. Implement
Success Management (planning, governance, coordination) Continual Improvement (adoption, advice and innovation)
Category Activity Lifecycle Phase Category Activity Lifecycle Phase

1.1 Client Vision & Strategy Land/Adopt 2.1 Training Adopt

Journey Management 1.2 Success Planning & Reporting Land/Adopt/Expand 2.2 Innovation Expand

1.3 Engagement Strategy Land/Adopt/Expand Adoption Program 2.3 Capability Awareness/Overview Adopt/Expand

1.4 Account Meetings (Internal) Adopt/Expand 2.4 Secondments Adopt

Lines of Service Coordination
1.5 Operational Overview Adopt/Expand 2.5 Change Management Adopt/Expand

1.6 Account Meetings (Client) Adopt/Expand/Renew 2.6 Industry Insights Adopt/Expand

Account Governance 1.7 Enterprise Agreement Coordination Renew Insights 2.7 Industry Best Practice Adopt/Expand

1.8 Risk Management Adopt/Expand 2.8 Benchmarking Adopt/Expand

Client
Vision
4. Optimize 3. Monitor
Partnership (engagement and collaboration) Client Health (monitoring and reporting)
Category Activity Lifecycle Phase
Category Activity Lifecycle Phase
3.1 Voice of Customer Adopt
4.1 Special Events Expand Client Sentiment
3.2 Client Survey & Relationship Engagement Adopt
4.2 Esri, SME’s, Industry Expand
Engagement Programs 3.3 Client Health Index Adopt/Expand
4.3 Business Stakeholders Expand
Account Maturity 3.4 Maturity Model Adopt/Expand
4.4 Users Adopt/Expand 3.5 Reporting/Operational Insights Adopt/Expand

4.5 Communities of Practice (sector/industry) Expand 3.6 Escalation Management/Coordination Adopt

Community Programs
4.6 Community Support Adopt/Expand 3.7 Engagement & Communication
Escalation Management Management
Adopt

4.7 Communities of Practice (client internal) Adopt/Expand 3.8 Resolution Reporting Adopt
Collaboration
4.8 Cross-department collaboration Adopt/Expand
 Introducing the CSM to Clients 7

How the CSM is introduced to clients

• The CSM is your advocate internally within Esri.
• The CSM is responsible for ensuring that every stage of your GIS journey is successful*.
• The CSM coordinates with all lines of business to ensure:
• Maximum value from your Enterprise Agreement (via adoption programs*)
• Your interactions with Esri are timely and frictionless
• Quick resolution of any roadblocks or obstacles
• Oversight and escalation of any issues encountered

• CSMs are a dedicated, full-time capability to help with the following:

• Understand your goals and drive programs to help you achieve these*
• Risk and Issue Escalation Management and Resolution
• A champion for continual improvement in our business processes
• Drive GIS community engagement in your industry and with Esri Inc**
• Support engagement and awareness across your business of the value of GIS

* This outcome is delivered by the service delivery elements of Esri. The CSM identifies opportunities in collaboration with the client and our internal teams.
** Where an EAP is in place this is coordinated between CSM and AS – see Slide for more details.
 CSM Role Interactions 8

• The following provide a guide for how CSMs interact with other internal Esri lines of business.

• There are two driving principles that shape how the CSM interacts with your team, and how they work
across the account:

• Every client is different.

• We need to be adaptable.

• The following guides are therefore a principles-based approach to how we work together and can be
adapted over time as needed.
Business Development CSM Role Interactions 9
CSMs and BD work collaboratively as joint client and account managers. The BD is the lead for commercial strategy and sales-
driven engagement. The CSM is the lead for adoption strategies and ensures the success of existing business engagements.
High Level Role Summary
BD Role CSM Role
Ensure the success of existing business engagements, drive adoption and enhance client perception of value in
Qualify and close new business opportunities and transact with the client on their commercial aims.
the account.
Responsible for developing and actioning an Account commercial strategy, with client insights from the CSM . Responsible for developing and actioning an Adoption Strategy that aligns to the Commercial Strategy.
Maintains relationships to ensure the client’s business needs are met, to mature their existing capability and
Maintains relationships to develop client business needs into opportunities and into sales.
drive opportunities for new capability.
Periodic engagement to service multiple clients. Persistent engagement as client advocate.

How the CSM and BD work together

Activity
Existing business
New business
Account Management
and Growth
Enterprise Agreement
See also Slide 9
BD
• Managing any contractual or commercial requirements that arise with existing deployments.
• Qualify and close new business opportunities and transact with the client on their commercial
aims.
• Responsibility for completion of commercial documentation, including Statements of Work,
Tender responses, contract variations etc.
• Responsible for commercial negotiations.
• Develop a sales account plan that translates the commercial strategy into actionable steps for
account expansion and revenue growth.
• Share and discuss account plan with CSM to ensure alignment of commercial and adoption
strategies.
• Share with CSM other client success stories, industry trends and competitor activity.
• Responsible for price and commercial negotiation
CSM
• Role is to ensure the success of existing business engagements, drive adoption and enhance client
perception of value in the account.
• Provide BD with insights and client sentiment to support the development of opportunities
(SoW/Tenders) to ensure close alignment to client goals and priorities.
• Provide feedback on client sentiment and satisfaction to support lead development and account
planning.
• Develop mature relationships with key stakeholders to enhance client understanding and broaden
engagement.
• Provide CS qualified leads (these are new business opportunities identified by a CSM during their
engagement and are passed to BD to pursue)
• Ensure positive account development by coordinating the activities of all lines of business to ensure
alignment with client expectations.
• Support account development by planning and implementing strategies to improve the awareness,
adoption, and expansion of Esri technology and solutions.
• Drive a sense of GIS community engagement for the client by aligning our business activities with
broader industry/sector trends, campaigns, and opportunities.
• Responsible for the value proposition and client insights.
Advisory Services CSM Role Interactions 10

Advisory Services provide specialist advice to align GIS technology, processes and people with customers’ strategic objectives.
CSMs provide high-touch client management to drive adoption, grow accounts and ensure contract renewal. AS provide a paid
service delivery capability, whereas CSMs are a non-billable client management function.

AS AS
Focus Area CSM
(EAP) (Strategic Consulting)

Develop high-level, client-focused and industry-

specific strategies to support, inform and focus
business engagements and opportunity planning.
1. Strategy This strategy is provided internally to support and
inform all lines of business, not a paid outcome to
the client. CSM Success Plans are not an ‘offering’
that competes with AS.
Provide client insights and sentiment to support,
2. Client Insights and
inform and focus business engagements and
sentiment
opportunity planning.
Coordinate across our lines of business to ensure
3. Cross-functional
engagements are effective and aligned with the
coordination
client’s expectations and priorities.
Manage account level escalations for the client
4. Escalation
management
where issues are not being resolved through other
line of service contacts.
Plan and implement strategies and programs to
5. Adoption & User improve the client’s awareness, adoption and
Community Enablement expansion of Esri technology and solutions and
drive a sense of community.
Notes
• Where a client has an EAP and no CSM : the Strategic Advisor (SA) may fulfill some CSM functions (particularly 1, 2 and 5) depending on client requirements and SA availability.
• In accounts with an EAP and a CSM : The Strategic Advisor is responsible for the delivery of a structured EAP, the CSM is responsible for oversight of all Esri business engagements. The CSM works to support the Strategic Advisor,
and to facilitate new opportunities for strategic consulting services.
• In accounts with no EAP and a CSM: The CSM will manage an Adoption Program to deliver the same effect as an EAP – with an intent to position a formal EAP with the client when appropriate.
• AS delivers strategic consulting services, such as
Roadmaps & Governance programs, as opportunities
• AS delivers a structured EAP in partnership with the client based
are identified.
on client goals and the value of LSU’s purchased.
• CSMs identify opportunities for AS to deliver services
• CSMs support this delivery with client insights and coordination.
(Strategic Advice, Project Support, Governance, etc)
that enable the client to meet their strategic goals.
• AS client insights and sentiment support, inform business
• AS supports Esri AU Lines of Service with insights
engagements, opportunity planning and CSM Success Plans.
based on discrete engagements or prior EAP
• CSMs primary focus is on senior level client engagement.
• CSMs keep AS (and all other lines of business) informed of
• AS delivers services as opportunities are identified
cross-functional issues, particularly where these inform new
• CSMs identify opportunities for AS to support existing
opportunities (ie: EAP’s as a vehicle to explore new capabilities
programs or new opportunities as identified.
via POCs or outreach to Esri/Distributors on best practice.
• AS manage escalations within the EAP program • Strategic Consulting will identify gaps or deficiencies
• CSMs to support AS where EAP activities overlap with other (e.g. Governance) as key outcomes of engagement
engagements. which can initiate escalation.
• AS delivers adoption programs jointly identified with the client
• AS delivers services as opportunities are identified
and defined by the value of LSU’s purchased.
• CSMs identify opportunities for AS to support adoption
• AS and CSM partner to align programs/activities that enhance
and community enablement programs
adoption and user community enablement
Professional Services CSM Role Interactions 11

Professional Services and Project Management are key service delivery elements for Esri and play a crucial role in establishing and
maintaining positive client sentiment. CSMs coordinate closely with SDMs, PMs and consultants to support their client
engagements.
High Level Role Summary
PS CSM
To ensure the success of existing business engagements, drive adoption and enhance client
To deliver effective solutions to our clients on time and within budget.
perception of value in the account.
To ensure client satisfaction during and post delivery engagements. Responsible for developing and actioning a client success strategy.
Maintains relationships to ensure the client’s business needs are met.

How the CSM and PS work together

Activity PS CSM
• Provide client insights and context to inform and support PS engagements.
• Coordination of PS resources to deliver against a Statement of Work. • Provide feedback on client sentiment and satisfaction with PS engagements to
• Regular client communication during service delivery to ensure client satisfaction
Existing support continual improvement in service delivery.
or to address client concerns, as necessary.
business • Support PS by informing, aligning and coordinating their activities with other
• Provide specialist technical knowledge as needed to support enhancements to
existing engagements (continual improvement). lines of business to ensure a seamless client experience and drive positive
sentiment.
• Provide an awareness of the client’s strategic goals and priorities to support
focused and informed PS engagements.
New business • PS input to Statements of work, tender responses, project documentation etc.
• Drive opportunities for PS by developing plans to improve the awareness,
adoption and expansion of Esri technology and solutions.

Project • Coordination of activities with other Lines of Service to ensure a seamless • Provide feedback on client sentiment and satisfaction with PS engagements to
Management execution and unified approach. support continual improvement in service delivery.
Solution Engineering CSM Role Interactions 12

SE apply specialist technical and Esri platform knowledge to business solution design. They support CSMs with technical design
and implementation solutions tailored to meet a client’s business case.

High Level Role Summary

SE CSM

Advise on technology to underpin Business Needs, including high-level Client Technology Role is to ensure the success of existing business engagements, drive adoption and
Summary/Roadmap enhance client perception of value in the account
Determine appropriate solutions Responsible for developing and actioning a client success strategy
Provide Technical Validation on Qualified Opportunities, in conjunction with Sales team Maintains relationships to ensure the client’s business needs are met

How the CSM and SE work together

Activity SE CSM
• Provide client insights and context to inform and support SE engagements.
• Provide feedback on client sentiment and satisfaction with SE engagements to
Existing • Provide high-level Technical Summary of Current and Future GIS Use support continual improvement in service delivery.
business • Provide high-level MCS use/workflows and high-level architecture documentation • Support SE by informing, aligning and coordinating their activities with other
lines of business to ensure a seamless client experience and drive positive
sentiment.
• Drive new qualified opportunities for SE by developing plans to improve the
• Create solutions that respond to the client’s business case requirements
awareness, adoption and expansion of Esri technology and solutions. These
New business • Assist in scoping the software, services and hosting components
plans should be informed by a clear business case requirement, and CSM
• Present the business solution to the client alongside BD/CSM
awareness of the client’s strategic goals and priorities.
• Respond to CSM questions on appropriate technical point of contact in the
business or Esri Inc
Other
• Point CSM to resources (Sales Briefs/Webinars/Esri Inc content)
• Knowledge share to CSMs (Tech Enablement Sessions, internal briefings).
Managed Services/Managed Cloud CSM Role Interactions 13

MCS and MS are key service delivery elements for Esri and play a crucial role in establishing and maintaining positive client
sentiment. CSMs coordinate with MS and MCS managers and consultants to support their client engagements.

High Level Role Summary

MS/MCS CSM
To ensure the success of existing business engagements, drive adoption and enhance client
To deliver effective solutions to our clients on time and within budget.
perception of value in the account.
Design, implementation and sustainment of best practice solutions to meet the client’s
Responsible for developing and actioning a client success strategy.
requirements.
Engage in client briefing sessions on new Esri product and solution capabilities. Provide expert
Maintains relationships to ensure the client’s business needs are met.
knowledge and advice to support new business opportunities.
How the CSM and MCS/MS work together
Activity MS/MCS CSM
• Coordination of MCS/MS resources to deliver agreed levels of service. • Provide client insights and context to inform and support Service delivery
• Regular client communication during service delivery to ensure client satisfaction engagements.
or to address client concerns, as necessary. • Provide feedback on client sentiment and satisfaction with Service delivery.
Existing
• Provide specialist technical or contract knowledge as needed to enhance existing engagements to support continual improvement in service delivery.
business engagements (continual improvement). • Support Service delivery elements by informing, aligning and coordinating their
• Coordination of activities with other Lines of Service to ensure a seamless activities with other lines of business to ensure a seamless client experience
execution and unified approach to service delivery. and drive positive sentiment.
• Provide Service delivery units with client insights and industry-specific context to
inform the design, implementation and management of fit-for-purpose cloud or
• Provide specialist technical or contract knowledge as needed to inform
New business managed service solutions.
Statements of work, tender responses, project documentation etc.
• Drive opportunities for new services by developing plans to improve the
awareness, adoption and expansion of Esri technology and solutions.