Customer Success Manager

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The Company

Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world's biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet's most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:
• Respect for the planet
• Respect for our customers
• Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with, and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet. Gentrackers continuously look for a better way and drive quality into everything they do.

This is a truly exciting time to join Gentrack with a clear growth strategy and a world-class leadership team working to fulfil Gentrack's global aspirations by having the most talented people, an inspiring culture, and a technology-first, people-centric business.

The Opportunity

As a Customer Success Manager (CSM) at Gentrack, you will be the trusted face of our company to our customers and the voice of our customers within our business. You will be an expert in Gentrack products, the energy industry, and energy retail business processes. Your role is to ensure our customers derive maximum value from their Gentrack solutions while understanding their strategic roadmaps to continue delivering value in the future.

You will build strong partnerships at senior levels within key utility suppliers, bringing thought leadership and domain expertise to our clients and Gentrack's Customer Success team. Your commercial and strategic thinking will drive successful outcomes for both the customer and Gentrack.

You will collaborate with various Gentrack teams (e.g., Engineering, Front Line Support, Managed Services, Product Management) to ensure customer success and alignment with Gentrack's strategy.

Key Responsibilities

Customer Engagement and Relationship Management
• Ensure customers derive value from their Gentrack solutions while understanding their strategic roadmaps.
• Represent the customer's point of view and requirements to all Gentrack teams.
• Manage the overall health of accounts, reporting on customer satisfaction, service quality, and profitability.
• Advise clients on configuration vs. customization and recommend the best approach to achieve objectives.
• Identify upsell opportunities and liaise with Sales and CBEs.
• Be the main point of contact for customers, providing support and guidance on Gentrack solutions.
• Provide advice on industry and Gentrack solution processes to support the customer's business.
• Conduct customer health checks and suggest changes to Gentrack solutions or business processes for optimal use.
• Schedule and deliver Customer Success meetings with customers.
• Communicate software release schedules and notes to customers.
• Engage in cross-customer reviews of change requests to share best practices.
• Share Product Roadmaps with customers and manage their expectations on feature delivery.
• Develop account strategies and success plans to drive loyalty and minimize attrition.
• Track account performance and handle critical issues and escalations.
• Help customers with change-management activities.
• Lead retention, growth, and customer success initiatives.
• Establish long-term trusted advisor relationships to drive product value.

Project Management and Implementation
• Project manage small to medium implementation and customer change projects.
• Design, plan, lead, or attend customer workshops and document bespoke requirements.
• Conduct regular planning and review calls with customers to plan sprints, review previous sprints, priority support tickets, and open actions.
• Support the pre-sales process with demos, deep dives, proof of concept activities, and implementation planning.
• Ensure customer-focused project delivery, protecting both customer and Gentrack interests.
• Introduce innovative approaches to problem-solving and service delivery.
• Manage multiple key accounts across different products and geographies.
• Partner with customers to define success and build joint plans with objectives, stakeholders, milestones, risks, and metrics.

What We're Looking For- You don't need to be a guru at everything; we're looking forward to coaching and collaborating with you. The ideal candidate will have:

Experience and Knowledge
• Experience in Customer Success roles, with a strong background in the software and/or utilities sector, and knowledge of the Energy and Gas market.
• Proven ability to manage multiple projects simultaneously while maintaining high customer satisfaction.
• Experience working with software products, including implementation, configuration, and optimization.
• Knowledge of software development processes and methodologies, including Agile (preferably Scrum) and Waterfall environments.
• Experience working in or with Professional Services, Consultancy, and System Integrators is advantageous.
• Proficiency with project management tools such as Jira and Confluence.
• Strong understanding of service-level agreements and contractual obligations.
• Proven ability to understand and communicate technical and business concepts effectively.
• Demonstrable experience of delivering fixed-price contracts on budget.
• Commercial astuteness and acumen.

Personal Attributes
• Can-do attitude with an optimistic outlook.
• Passion for excellence and commitment to delivering the best results.
• High levels of energy, sound judgement, and determination to achieve with a sense of urgency.
• Exceptional communication and interpersonal skills, being a good presenter.
• Ability to build strong relationships with customers and team members.
• Strong problem-solving abilities and decision-making skills.
• Ability to work autonomously and take substantial personal responsibility.
• An open-minded consultative approach.
• Ability to give and receive positive and constructive feedback.
• High attention to detail.
• An optimistic outlook on life, common sense, and a sense of humour are essential.

Qualifications
• Bachelor's degree in Management, Information Technology, Business, or a related field.
• Familiarity with financial management for budget risk management.
• Qualifications or education in Agile PM, PRINCE2, or PMI is an advantage.

Specialised Skills
• Customer Relationship Management.
• Service Delivery Management.
• Project Management - Planning, Execution, Monitoring, and Closing.
• Requirements Management - Use Cases, User Stories, Acceptance Criteria.
• Change Management.
• Problem Resolution and Root Cause Analysis.
• Agile Methodologies and Tools.
• Data Analysis
• Excellent written and verbal communication skills.
• Innovation and Process Improvement.
• An understanding of software testing and quality assurance would be advantageous.

What We Offer in Return
• Personal Growth. Opportunities for leadership development, commercial acumen, and technical excellence.
• Career Path. Be part of a global, high-growth organisation with a clear path for advancement.
• Inspiring Culture. A vibrant culture full of people passionate about transformation and making a difference, with a one-team, collaborative ethos.
• Competitive Package. A competitive reward package that truly rewards our top talent.
• Impact. A chance to make a true impact on society and the planet.

Gentrack wants to work with the best people, no matter their background. So, if you are passionate about leading teams, driving change, and keen to join the mission, you will fit right in.

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