VP of Customer Experience Practice Lead

2 weeks ago

Melbourne, Victoria, Australia Gentrack Full time

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 and
  • 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

The VP, CX lead plays a crucial part in driving transformative change within the in the company towards outside-in view of the customer experience.

Your role extends beyond conventional boundaries, involving collaboration with the customer, optimizing designs, and contributing significantly to project proposals. Embrace the challenge of overseeing the technical intricacies of large-scale software implementations, mentoring teams to excellence, and maintaining project budgets.

Our current CRM is integrated into the Salesforce platform; therefore, you will require Salesforce expertise; however, in addition, you will be accountable for leading dialog with customers to present our offering and enable him to unleash the potential of transformed customer experience. customer and driving innovation to enable the transformation required.

As a Lead at Gentrack, you will be part of a team that values diversity, knowledge sharing, and continuous improvement. Your role extends beyond technical mastery; it encompasses leadership, mentorship, and a commitment to Gentrack's core values. This is an opportunity to shape the future of utilities, working within a global, growth-oriented organization that values personal growth, collaboration, and making a genuine impact on society and the planet.

Take the lead in optimizing our customer experience solutions, fostering a culture of excellence, and contributing significantly to long-term business relationships.

The Specifics

Build the CX practice – consciously shifting the mindset so that we are a customer first / engaging with customer call centres to innovate for the customer. You will thrive in an environment that is customer centric and have the ability and mindset to convert challenge to opportunities.

You will be empowered to leverage technology and our knowhow to transform the way our customers support their customers.

You will build a strong core team to build the revenue stream and opportunity – then will matrix with the delivery engineering and R&D teams who are responsible for ensuring effective analysis, design, programming, and testing for large-scale software implementations as well as developing next generation of solutions.

In addition, you will provide insights and leadership to the product and development teams in the evolution of the customer facing product and motivate and support core team as it matures and builds the practice. Lead and mentor team members at all levels, cultivating a culture of continuous improvement

What we're looking for (you don't need to be a guru at all, we're looking forward to coaching and collaborating with you):

  • Leadership skills, ability to work at pace, with an innovative mindset that enables and ensures the creation of a new revenue stream
  • A strong commercial acumen to balance the opportunity across the group, with the ability to enhance our existing offering with an additional angle, without diluting the existing expertise
  • Technical depth to lead the team in generating architecture and design artifacts in adherence to CX principles and opportunities.
  • Plugged into the business and excellent stakeholder engagement skills - staying updated on Gentrack business plans, products, and future developments to inform technical decision-making.
  • Offer technical and product consulting internally and externally, leveraging SF expertise.
  • Optimize CRM Salesforce solutions design and product integration throughout bid, discovery, and early-stage delivery phases.
  • Hands on experience in Utilities customer experience (e.g. managing call centres) that use SF as their CRM.

What we offer in return:

  • Personal growth and progression – be part of a global, winning high growth organization – with a career path to match.
  • Your chance to build a legacy and make your mark in a pioneering and innovative company.
  • A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos.
  • A competitive reward package that truly awards our top talent
  • A chance to make a true impact on society and the planet.

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.

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