Job Description

The Company
The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Gentrack provides utilities across the world with market leading products and services to drive their transformation. Working with some of the world\xe2\x80\x99s biggest energy and water companies, as well as innovative challenger brands, we\xe2\x80\x99re 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 manage complexity, deliver exceptional customer experiences, and secure profits. Together, we are renewing utilities.
Our Values and Culture
Colleagues at Gentrack are one close team of 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 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, outside of work we are musicians, travel fanatics, artists, sailors, family folk, environmentalists, and sport lovers. 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.
This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack\xe2\x80\x99s global aspirations by having the most talented people, an inspiring culture, and a people-centric business.
The Opportunity
Gentrack UK are currently hiring a Senior Customer Success Manager. The Customer Success Manager (CSM) is the trusted face of Gentrack to our customers, and the voice of our customers within our business. The CSM will be an expert in Gentrack products, the energy industry and energy retail business processes. CSMs will ensure that our customers are getting value from their Gentrack solution(s) now whilst also understanding each customer\xe2\x80\x99s strategic roadmap, to ensure Gentrack keeps delivering value to them in the future.
Role Specifics

• Responsible for the timely recruitment, on-boarding, training and on-going management of Customer Success Managers based on existing project/support commitments and the sales pipeline
• Responsible for the professional development of new and existing Customer Success Managers, ensuring that both the group and individual members have the necessary industry, product, technical skills and bandwidth.
• Responsible, along with any other Senior Customer Success Managers, for the formation and delivery of performance improvement initiatives.
• Responsible for balancing existing and projected resource demands with existing and future resourcing capabilities.
• Responsible for meeting staff retention targets defined by the business (subject to change over time)
• Work Closely with Customer Business Executives to support customers and attend customer meetings on an as required basis
• Support contract negotiations and renewals
• Directly manage Customers Success managers and/or Customer support analysts

• Act as a project manager for small to medium sized implementations and customer change projects:
  • Planning and scheduling project activities.
  • Management of internal and external stakeholders.
  • Managing and carrying out tasks required for the successful delivery of project milestones including:
    • Assist client with any manual system configuration required.
    • Execute test cases including test data creation.
    • Assist customer with UAT testing.
    • Cut over activities and release management.
  • Monitoring and reporting on quality and progress.
  • Identify and manage risks across the projects - escalating as appropriate
  • Maintains sound project management and operational practices with customers within the Gentrack operating framework:

What you\'ll have

• Broad knowledge and experience of the Electricity, Gas and/or Water retail markets with expertise in at least one of the following Enrolment, Billing, Dataflows, Direct Debit, Customer Service, Pricing, Settlement.
• Minimum of 18 months project management experience, 18 months in a senior role within a project using Agile methodologies or 18 months customer facing experience in a Managed Services environment.
• Understanding of software development life cycle models as well as good knowledge of both Agile and traditional project management principles and practices and the ability to blend them together in the right proportions to fit a project and business environment.
• Proven experience in a similar role.

This role is in the detail, end-to-end and hands on. You\xe2\x80\x99ll need to be a self-starter with knowledge, ideas, and the ability to inspire others. At this stage, alongside the growth of the company you will need be engaged with the specifics of your function, providing strategic solutions as well as handling coordination as our business grows. If working in a small team across strategy and delivery to drive high impact and growth is your happy place \xe2\x80\x93 you will fit right into our family.
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