Program Manager - User Journey

About the Role

The Program Manager, User Journeys drives customer adoption and engagement programs to enhance user experience, increase GIS usage, and support customer retention and growth. This role manages customer journeys, user communities, and digital adoption initiatives while identifying opportunities to expand workflows, strengthen client relationships, and grow brand advocacy.

The key responsibilities include:

• Design, develop, and deliver adoption and renewal enablement programs for existing customers to drive sustained GIS usage, value realization, retention, and competitive differentiation.
• Create and manage user adoption programs that accelerate time to value, expand workflow usage, and increase adoption of Esri technologies across the customer base.
• Draft and deliver targeted engagement programs for key industry communities, aligned to sector needs, use cases, and strategic outcomes in partnership with Renewals and CSM te...